FreshBooks Reviews

Pros

- Fast-growing team with many hirings in the past 2 years - Global culture with good diversity in teams, not executives - On-par salary and perks - Good work-life balance for some teams. Most people don't work on OT or weekends but some people do.

Cons

- The product innovation-driven growth is quickly replaced by marketing/sales business-driven. Many tech debts left to be solved. The positioning stuck with SMB and squeezed by competitors. While high-end customers who have serious accounting needs go to bookkeeping services, low-end customers who got free tier products from competitors. So global geographic expansion for more sales has been the main strategy to meet the investor goals. - The company grows fast, but many new people hired have different cultures, values and management styles. The company didn't handle this smoothly. Many experienced talents are left spontaneously or let-go. It's quickly changing into an "enterprise" bossy management culture than a startup. Decisions are not well communicated. Gossips on Slack got even more toxic during the Covid-19 remote work. New hiring is harder. The management should ask why. - Used to have good office perks and fun activities, but with the working from home policy, this is no longer available.

Pros

Team is engaged and generally hardworking There are some phenomenal people there, I forged many long lasting friendships Dog-friendly policy is cute Snacks, coffee, tea, pop, milk and cereal provided; weekly lunches at one point in time Private bathrooms were honestly a perk Company put on a lot of nice events and the office space is architecturally beautiful Zero tolerance policy for employee abuse by customers was really appreciated

Cons

No room for advancement or ways out of support if you start there. Career progression will be touted as a perk (or used to be) but only the chosen few move up The open office environment was very hard to endure (loud, bright, distracting) Management had unrealistic expectations of quantity of cases to be executed at the expense of quality Unequal effort pulled off by various team members, people trying very hard vs people working with the bare minimum of effort or worse cheating the workflow Customers could be extremely unpleasant (though most were fine) Extreme favoritism within the department- a drink the koolaid vibe Proximity to public transit The perks the rest of the company could enjoy such as yoga, massage, etc were not accessible if you're in the support team as you have to be available on the phones all the time. If you happened to have a lunch break that timed up with events you could but otherwise you were out of luck Very poor lack of diversity in executive roles and management

Pros

Great people to work with, ambitious

Cons

Dealing with growing pains. Difficult to get projects up and running.

Pros

Growing company. Founders seem genuinely interested in helping people. One of the best customer support teams you'll ever see - really great to sit with them during training.

Cons

Company focus is shifting away from the customer and toward the investors. Engineering side of things is in constant disarray. Senior-most engineering leadership cannot prioritize, cannot coordinate and in some cases resort to bullying as a means of creating change. Quality of the engineering is poor.

Pros

Good place to work with great people. Potential quick progression in your role if you do a good job. Very open to feedback so you can have a chat with higher management easily. They try to keep a fun atmosphere as much as possible given the remote situation.

Cons

Support department can get really busy. Also salaries are aligned to other CS roles, which is not exactly the same.

Pros

Remote work Supportive environment Decent pay with opportunities to grow

Cons

Steep learning curve Must be a self learner

Pros

The culture is a positive one but must be prepared that it is a hard role to work in.

Cons

High expectations and not for everyone.

Pros

- Work from home opportunities. - Challenging work. - Agency to assist the customer without needing to escalate calls and emails to a specialist or manager. - Standard benefits for a modern tech company.

Cons

- Pay does not match the responsibilities, and contribution expectations. - Little opportunity to advance in one's career outside of front-line phone and email support. - Support team is expected to do quality assurance testing for new features, but is not afforded time to do so, so Support has to deal with the complaints from customers when new product is released with poor design. - Support team is constantly told they are integral to keeping the business afloat, and that they work harder than any other department, but get paid less than interns in some departments.