FreshBooks Specialist Interview Questions
& Process

The whole interview process wrapped up in a bit over a week. I kicked things off with a 30-minute phone screening with the recruiter on a Wednesday, where we chatted about my customer service background and some general stuff. Right after, I got the green light for the second interview, which was on the next Monday. It was a 1.5-hour session with two really great technical interviewers who made me feel super welcome. The first half focused on my past work and skills, and the second half got technical with some role-playing, basically about making a human connection while solving customer issues. They emphasized that personality and connection are key at FreshBooks, even more than just technical skills. I was told I'd hear back in 1-2 days, but I got an email inviting me to the final interview with a co-founder just 3 hours later! This 30-minute chat was on Wednesday, and the co-founder shared some of FreshBooks' origin story and asked why I was interested in the company, along with more customer service and get-to-know-you questions. Again, I was told to expect a response in 1-2 days, and by Friday, I got the offer email from the recruiter.

First, I talked to the hiring manager about whether I'd be a good fit and my past experience. Then, I had a call with the Sr Manager on the team where we talked about my previous work and why I'm interested in this role. Finally, I did a mental exercise with the VP, which was a market sizing exercise.

I applied online and had to answer 4 customer scenario questions as part of the application. A few days later, HR called to schedule a phone call, but I missed it. I tried calling back multiple times without success. Her voicemail was generic and lacked personalization. There was no email communication before or after her call, making it impossible to connect. About a month later, I got an email from the same HR person asking me to fill out a calendar to set up a phone call. She didn't call at the time I picked and never followed up to reschedule. This makes me question the company's time management and organizational skills, especially for a customer service role. I hope management addresses this to improve how they communicate with candidates.