FreshBooks Customer Support Representative Interview Questions
& Process

It was the longest interview process I've ever gone through, but also really fun and relaxed. The interviewers were awesome! So approachable and made me feel totally comfortable. They asked a mix of questions - behavioral and situational. There were also mock calls and emails, but the instructions were super clear and I had enough time. Overall, a really interesting and worthwhile experience.

The application process is already time consuming as it is since your cover letter needs to be exceptionally unique for them (i.e. writing a song/poem/haiku/etc), and then in order to submit your application you need to answer mock scenario questions. Part of the application process is to sign up for a 30-day trial of their product, which also includes setting up an invoice, product, expenses, etc. After that, if you make it to the interview stages, you'll have a 30-minute phone interview, and if you make it past that point, you have a 1+ hour video interview. What they don't mention is that they're going to quiz you about the product during the video interview (i.e. mock phone calls) even though the job advertisement makes it sound like they simply want you to know what their product is NOT that you have to have it memorized and know how to operate it as if you're fully trained DURING the interview. I actually discovered a flaw in their system when they were quizzing me. The video interview was overall ridiculous: it was two interviewers that were unkept and messy. One wearing a hat and the other wearing a hoody is unprofessional regardless of how business casual your work environment is. Holding back yawning and acting completely disinterested is also unprofessional and also sends a pretty clear message to the person you're interviewing. The recruiters need some tips on how to interview and act professionally. I knew the interview didn't go well based on the recruiters' behaviour despite the fact that I would be highly suitable for the role. Having said that, I was rejected in such an unprofessional way. I received a system automated email from a "no-reply" email address indicating they're not moving forward with my candidacy. No reason, just an automated message received on a weekend night outside of their business hours, which is a clear indication that they already knew days prior but couldn't be bothered to inform me during their business hours. They indicated during the interview that the first person that interviewed me would let me know but instead they send a system automated message. I wouldn't waste my time with a company like this that highly lacks professionalism during the recruiting stages, couldn't answer the questions posed for them during the interview, and can't even be courteous enough to inform unsuccessful candidates professionally with all the time and effort that goes into the application to interview stages.

It was super fast and really professional. I had a quick 30-minute call first, and then the next day, the main interview happened. Robyn and Jessie were great, very professional and friendly, made it relaxed. The interview itself was about 1.5 hours, and just an hour after it finished, they called with the job offer. Totally recommend!