Freshbooks

Freshbooks

Program Specialist, Payments Support

Toronto, CAN

Sponsorship not specifiedDetected 112 days ago
Project ManagementJiraOutbound SalesCustomer SupportZendeskCommunicationProblem SolvingCritical Thinking

About the role

  • You will navigate complex challenges, driving superior customer outcomes while consistently meeting key organizational objectives and metrics.
  • Note: This role can be worked remotely from any of the locations above.
  • Liaise with internal Product Development & Engineering departments, external vendors, and Technical Account Managers (TAMs) to surface and solve customer issues.

Responsibilities

  • Respond to, troubleshoot, and solve inbound and outbound customer support inquiries across various channels (Phone, Email, Social Media, and Chat) related to Payments.
  • Support other specialists by troubleshooting technical issues, usability issues, and product defects through case handoffs and real-time knowledge transfer.
  • Create, monitor, maintain, report on, and advocate for Product Defects (Bugs, SHALP) and Product Enhancements (Usability, USE) related to Payments.
  • Partner with the Support Communications team to ensure documentation for the internal knowledge base and external Self-Service channels is accurate and assist in developing training for the CX department and new hires.
  • Ability to manage difficult conversations with FreshBooks users and maintain composure and calm in high-pressure situations.
  • As a Program Specialist, Payments Support you will be responsible for delivering exceptional customer service to FreshBooks users.
  • As the Payments subject matter expert in the Support Department, you will manage direct customer inquiries and technical escalations from Core Support Specialists.
  • You will also work closely with external Partners and internal Product Development & Engineering teams to resolve issues and improve the overall customer experience.

Requirements

  • Exceptional written and verbal communication skills, specifically the ability to explain complex technical issues and organizational policies to non-technical stakeholders.
  • Demonstrated resilience and ability to thrive in a fast-paced, ambiguous environment, coupled with critical thinking and proactive problem-solving skills.
  • Proven expertise in real-time technical troubleshooting and navigating complex software workflows directly with users.
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This listing is sourced directly from Freshbooks's careers page and normalized into a canonical job model.