FreshBooks Reviews

Pros

- Great culture, focusing on the people and to provide a great workplace for everyone. - Interesting projects - Everyone is super helpful - You have all the tools and trust needed to do your job on the best possible way - Continuous improvement is part of every day - Great company values and an amazing CEO

Cons

- I could not find much, if you don't like the frequently changing environments maybe this is not the best place - The company is extensively growing and just started new sites so the usual challenges are there related to the growing phase

Pros

- Pay is good (40k) for a support role - Instant access to benefits - Cool people and office has a small gym, good washrooms etc. - Office is each to access and not in downtown core - Treats such as food and drink always available - First month in support for all new hires to get to know the product - Can be done remote - Peers are friendly and will offer assistance when you don’t know the answer

Cons

- This is a high pressure call center role, no matter the pay or perks, it is a call center role. - You have to do a year in support before you even get considered for another department, which is understandable, but then you see lots of people have been in the same role for years and you question if talent is recognized, if people hired are ambitious, or people just get stuck in the role and their soul destroyed. - The trainers are awesome, BUT the training is awful if you are going into a support role. The training is a good way to get everyone understanding the product (especially as there are different versions with different features), but if you go into a support role, a lot more needs to be done to help someone became an expert in support rather than playing games. - Exclusively Mac now, but next to no time given to learn Mac OS if moving from Windows - Policy is you have to answer a call within 3-5 rings, adds a lot of pressure from the start - The number of calls and emails required for a newbie make no sense, especially as you’re still learning a product that customers find flaws with, and the actual training offered just isn’t detailed enough. - In the first 1-3 months, expect to regularly spend 2-4 hours after your shift learning about the product and tools available to support as you don’t get enough training on them - Team Leaders are hit & miss, not sure what training is provided to them on how to get the best out of their team and how to recognize different learning styles. I would be surprised if all TLs had any supervisory experience in another role.

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

- Amazing time off and parental leave policy. - Great coworkers. - Overall, work environment is top class (depending on which department you are in - Some people actually care about you and your sanity and work capacity. - Strong ambition to doing what is right for customers (employees pay the price for this though).

Cons

- Expectations of employees vs. the processes, procedures and general way of approaching the business by leadership. The saying "walk before you run" is not really considered when deciding new ways of executing. Time and time again employees are asked to adopt new ways of thinking. Once all these new ways are adopted, management ignores them, changes their mind or flatout moves onto the new trendy thing. Cough.. "stages"? - Do you like meetings? I hope so, because meetings will be 50% of your day, leaving you virtually no time to actually accomplish the tasks and duties you are expected to complete. - Do you like making PowerPoint presentations? For litterally everything from a general meeting overview to summeries of previous meetings or things that happened 3 years ago. - Do you like being on call when senior leadership dreams up new ideas? I hope so, because when they want something it's expected to be in a matter of hours or days. Don't forget to make a PowerPoint to illustrate what you did and why. - Do you like change? I mean poorly dreamt up change, that impacts the dynamics of how you report, function, analyze and work? Good, it happens after every quarter and adds more check boxes vs. real impactful results. -Many more things but don't want to write a book, I'm sure you get the idea

Pros

- Uses latest tech stack to develop software - Onboarding to do support for 1 month is gamified - If you are looking for a starter job to get your foot in the industry then you can try it for sometime: won't recommend long term

Cons

- Poor senior leadership team: Doesn't set the correct direction for the company to be successful - Frequent lay-offs - Poor market position - Not a competitive product: Quickbooks , Wave etc are way ahead of Freshbooks - Low salary - Processes are not well defined

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.

Pros

Welcoming culture. Good product. Humble C-Suite that is willing to listen.

Cons

Communication breakdowns between teams because not everyone can always be kept in the loop - not on purpose, it just happens.