- Équilibre travail/vie privée
- Culture et valeurs
- Opportunités de carrière
- Rémunération et avantages
Mission: If you create value for your customers by applying your time and expertise to other people’s problems, thereby running a service-based business - FreshBooks is built specifically for you. We uphold a longstanding tradition of providing extraordinary customer service ...
FreshBooks is the #1 cloud accounting solution designed for small-medium sized business owners. Stacked with innovative, intelligent and hardworking employees, our team is growing and continuing to work on one of many common goals: Building the most effective and desirable online accounting application to help a variety of businesses better manage their finances.
Want to make a difference? Whether you are highly, technological focused or have ambition to create and express, FreshBooks is the place for you! We value learning, growth and self-development and look for people who are committed to delivering the best for each other, our customers and stakeholders.
Our People: FreshBooks is all about individual-expression and evolution. You will work with people who embody meaningful values like Passion, Ownership, Results, Change, Honesty, Fun, Empathy, Strive and Trust. Regardless of the position, you will become part of a team made up of unique and talented people all focused on executing greatness for the product, customers and each other.
We like to take care of our team here at FreshBooks. Here’s a sampling of what is available to our employees.
J'ai travaillé chez FreshBooks à temps plein (Moins d'un an)
- Great benefits. You get 100% health and dental coverage from day 1. If you're remote, they allow you generous a budget to buy what you need for your home office.
- They give you equipment to work with from day 1 (a macbook air, display, keyboard, mouse, and headset). Just note that this is FreshBooks property and if you leave the company, you will have to return these items. So take care of the items.
- This role can be done remotely (not just because of covid19).
- I think FreshBooks is reasonable - during this covid19 crisis, they didn't hesitate to send everyone (all departments) home and transitioned everyone to remote work.
- If you're working remote due to distance and have to go into the office for training, they'll set you up with an Air B&B stay OR they'll reimburse you your travel expenses.
- They have plenty of snacks in the office that are regularly replenished.
- They have a kitchen on each floor of the office stocked with beverages. The first floor kitchen has a variety of cereal. In each kitchen, they also have dishes, utensils, a coffee machine, and a dishwasher. You'll never have to wash dishes.
- On Thursdays, you get free lunch if you're in the office (and it isn't just pizza. They regularly change up the menu).
- The CEOs aren't hiding in offices somewhere. You regularly run into them, and I've eaten lunch with one of them at least on a couple of occasions.
- Everyone is really nice and helpful. I hadn't met one mean person. And everyone is usually smiling - I haven't heard anyone say that they hate it at FreshBooks.
- They really try to be inclusive/not discriminatory. In the office, I saw persons of all ages and ethnic backgrounds.
- The salary for this role is $43,000 annually, which is pretty decent for an entry-level position.
- In this role, they don't really care much about your professional background (e.g. if you've just done retail, or if you were teaching, or if you were a waitress, etc). All they care about is if you have a passion for helping customers, and willing to do what it takes to help customers. So you can come from any industry into this role.
- The working hours are "flexible", meaning you have maybe 2-3 different shifts to choose from. But I think that's still pretty good - you should be able to find a decent time that works for you.
- They have quite a few in-office perks: a small gym, private showers, lockers, a place to put your bike (if you ride in, quite a few persons do) and tools to help fix your bike, library/meditation room, ping-pong table, videogames, nap rooms. Although I never used a nap room (only half an hour for lunch - don't have time to eat and nap), I did appreciate that at least it was there and available.
- Private washrooms, not stalls - the washrooms are clean, they give you very good toilet paper to use (not that cheap 1-ply stuff), an air freshener, and feminine hygiene products in case of an emergency. They REALLY try to make you feel comfortable here.
- Beautiful open office layout and plenty of meeting rooms (large and small) to meet various needs.
- Every new hire does a "month of Support" before going into their department, which I think is unique and amazing for a company to do.
- Every week, you can have the opportunity to learn more about what other departments are doing and working on through a company-wide meeting. So you'll know in advance if any new features are being worked on or are coming out.
- This IS a call centre role (which isn't for everyone). Very phone-focused/phone heavy with the added bonus of e-mail. Although the job description listed this as being phone and e-mail, I was taken aback by how phone heavy the role is.
- The $43,000 salary is non-negotiable (and as far as I know, no bonuses), so it doesn't matter if you have years of experience or speak another language, the salary is the same.
- I didn't see much opportunity for growth in this role, and later heard from colleagues that it may be difficult to grow/branch into different departments. Unless you're fine being on the phone in a call centre for awhile, this isn't a role to consider if you're thinking of growing out of it in a few years. I mean, you may be able to become a team lead and grow in the Support department. But it seems many persons don't. (That said, a positive is that this role is fairly stable, and I think the benefits are great for a call centre role).
- Although this role can be done remotely (I was remote), you have to go into the office for a month (about 2 weeks of training, 2 weeks of work). I've never had to go into the office for a remote role, so I was very surprised to learn I'd have to go into the office. (Due to Covid19, no one really works from the office. Unsure if they'll still require new Rockstars to go in office for training after the pandemic is over, but this was my experience from earlier this year)
- If you're working remotely and have to go into the office every day for the month of training, the distance can be sucky, and you have to be there early (sucks if you're not a morning person - they do have coffee, tea, and cereal though).
- Although FreshBooks has a gym, private showers, videogames and other amenities, as a Rockstar, I'm not sure how often you get a chance to use them - and certainly not during working hours. Perhaps other departments can use the amenities, or maybe I was just so busy in training, or maybe if I lived close enough I would've used the amenities after work. But I don't know how and when people have time to use those amenities. I never played ping pong once.
- Although you have the opportunity to learn about what's new in various departments every week, as a Rockstar, I found I didn't have time to participate in that meeting. It's likely that after training, you'll rarely have the chance to participate and have to depend on meeting notes.
- The open office layout isn't for everyone. For someone who was used to working remotely (like me), it's quite distracting. While working during my 1 month in office, I would regularly have to go into a meeting room to take calls.
- Although they require every new hire to do a month of Support (which I think is amazing!), I found the level of training given to Support Rockstars/Support Specialists was lacking (it wasn't terrible. Just lacking). The current training is fine for those who are in the Support onboarding program (which everyone does), and then moving on to different departments. However, I think Rockstars should be getting MUCH more training on the product. When customers call in, they're expecting to speak with a specialist on the product and get the issue resolved quickly. I shouldn't have been struggling to answer basic questions about the product features. Additionally, since there are a few products/versions that the company has, Rockstars should be thoroughly trained on all of them (e.g. how the product appears to a new user vs how a seasoned/more familiar user interacts with the product, also should receive way more shadowing time). Although Rockstars can put the customer on hold and ask others for help, it would greatly minimize the need to ask for help if Rockstars had more training.
- On top of finding the training lacking, I felt very pressured to meet goals that seasoned Rockstars were already meeting (e.g. amount of calls and emails, call availability), and it felt unfair that as a new hire (who expressed that I felt I wasn't trained adequately) to be pressured to meet those goals so quickly, and be reminded of those goals all the time. I was later informed that as a new hire, I didn't need to be available for a call during the entire shift - but I received that information much later and it was contrary to the information I had received in the beginning, and contrary to the pressure that I felt to perform when I had started.
- When I asked for extra training/shadowing, and expressed that I didn't feel I knew the product enough to be answering questions over the phone, I didn't feel that I was taken seriously. As the only Support Rockstar in my cohort of hires, I do feel that perhaps more attention could've been given to the needs that I had expressed, or that I could've at least been given more time to familiarize myself with the product, or shadow a few persons for a few days (without asking questions, just listening in and watching their workflow).
^ These last 3 points are what caused me to leave after a few months - I felt that:
- if every new hire was fine with the training so far,
- my needs weren't being taken seriously regarding the training,
Perhaps the reason I was struggling was because I'm not the right fit for this role. Perhaps it's not FreshBooks, and it's me. So I left after a few months of being hired, despite being in the middle of the covid19 crisis. I'm now hired with another company in a position much better suited for my skills and experience.
Before applying to this role, please take all of this into account. As I mentioned, FreshBooks itself isn't a bad company. I also expressed multiple times how I felt about the interview process and training, and I do think that FreshBooks may be taking it into account for future hires. But these are the pros and cons just from my point of view.
If you have been in a call centre role before with a sucky company, FreshBooks will definitely be a step up, as FreshBooks cares about their employees, the benefits are great, the pay is stable, and it's likely you can stay in the role as long as you wish.
Additionally, if you don't mind being on the phone, and the training I mentioned wouldn't bother you, then please feel free to apply when this role appears again.
Also - I do want to mention, although I felt the training was lacking, I did still learn A LOT during my time with FreshBooks. So it's not that you won't be trained or that you won't learn. I just felt there could've been more.
Conseils à la direction
- Would be great to provide Support Rockstars/Support Specialists with more training (specifically, more time to acquaint themself with the product as a new user and seasoned user).
- Some basic training on using a Macbook would be great/helpful to those who feel they need it. On top of learning FreshBook's product, I also had to learn how to use a whole new operating system.
- Training on tools to use while working (to help make things faster) would be very helpful (and I think should probably be mandatory). I felt a bit upset that it was a month or two later that I was learning about more tools that would've made my job easier, and allowed me to respond to customers faster (e.g. with paragraphs, or screenshots, or gifs in emails).
- If things stay the same for a while (in terms of training), it would be great to try to accommodate the needs of Rockstars who express that they feel they need more training. When I expressed that I didn't feel I was trained adequately enough to be answering questions over the phone, I felt I wasn't taken seriously. Even more shadowing time would've helped, as I would've became familiar with the type of questions customers were asking, and how to resolve those issues - a couple of hours is not enough.
- Perhaps some training on how and when to ask probing questions (even when the answer seems obvious). Just a light touch on this, even on the online onboarding program, would be very helpful.
- Some training on troubleshooting would be helpful. I think maybe there is training on it after the first month. However, I received that training about the 3rd month in, and I had already sent in my resignation at that point. It would be great to have that pushed to the first month.
- If more training is given, it'll make the internal chat less clogged with elementary/novice-type questions.
- Perhaps lower the metrics/goals for new Support Rockstars/Support Specialists. I felt very pressured to reach a very high amount of calls/tickets early on, and it made me feel very frustrated. I didn't feel it was necessary to "rip the bandaid off" when things could have been better. Again, this role wasn't for me, so perhaps that's why I felt frustrated and pressured. But there may be other Rockstars who feel the same way but don't express anything.
J'ai postulé en ligne. J'ai passé un entretien à FreshBooks.
I found the entire process to be disorganized and disrespectful of my time. I applied online and reached out to the HR rep to further show interest. She mentioned I will hear back on a certain day but I didn't. I totally understood that as I know how slow recruitment processes can be.
Two weeks later, I get an email for a phone interview. I prepare for it and on the day of the call, HR calls me almost 30 minutes late. At that point, I thought the interview wasn't happening but then she called and to my surprise, there was no explanation for the lateness - just carried on as if nothing happened. I managed to continue with my interview because I thought well maybe something happened but still had that uneasy feeling of not wanting to work with a company that has zero value for candidates' time.
I was surprised, to say the least, and it was just a pointer that my time was not valued enough. Two weeks later, I get a generic rejection email.
Very disappointed in FreshBooks and unfortunately, these negative reviews are a reality. I'll take my talents to a company where it will be appreciated.
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