Full Job Description
Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering affordable, quick to implement, and designed software for the end-user. More than 50,000 companies – from startups to public companies – worldwide use Freshworks software-as-a-service to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM).
Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.
Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).
Major Responsibilities/Activities:
Manage a Region or a team of support agents to provide world class support for Freshworks customers across multiple channels.
Lead and build an effective and highly functioning team; this includes hiring, measuring performance,coaching ,recognition and resource management.
Responsible for Team KPI’s , Reports ,Shift Operations ,Team/BU level Initiatives,Performance Appraisals & Career Discussions.
Mentor and train a team to support Freshworks Customers. This requires a good understanding of the Products and collaboration skills working with product & engineering teams.
Drive customer delight with Satisfaction / Effort score across the Region/Team and take ownership of customer escalations and reassure the commitment.
Help design & drive an effective, long-term communications strategy to engage with multiple audiences across a variety of mediums and channels
Strong presentation skills and the ability to interface effectively with cross-functional teams, senior-level business executives and Customers.
Support key customer-facing initiatives while driving resolution to problems, change in strategic direction, optimization of operational effectiveness, communication, compliance, quality, systems rollout and education/training coordination.
Represent the customer voice, Customer Experience, within customer related programs & efforts
Key Attributes of the Job:
Strong experience in people management is desired – ability to hire competent performing people, taking responsibility for decisions and actions, manage functional responsibility and directs the work of others, and challenges employees to take responsibility for their performance / development.
Excellent analytical thinking, analysis, and problem-solving skills. Ability to communicate abstract ideas clearly and independently manage complex project objectives.
Strong verbal and written communication skills, including negotiation, presentation, group facilitation, and influence.
Must have worked in a Customer Support environment with subject matter expertise in support operations.
Must be able to quickly pick up tools, systems, processes within customer support.
Has demonstrated experience in leading key projects, including leading strategic customer support programs. This includes leadership from program start to successful rollout.
Must be able to demonstrate thought leadership including developing and managing presentations.
Must be able to prioritize and manage multiple efforts based on needs of the business – resource planning and resource management.
Qualification:
Bachelor/Masters degree in computer science, engineering or related discipline or minimum 10+ years of technology experience, including Technical/Product support or professional services.
Experience with cloud-based platform-Nice to Have
Experience working in Technical Enterprise Customer Support environments and/or ITIL.
Ability to support or manage and implement project tasks/projects. Ability to influence and leverage behavior for the benefit of the project.
Ability to set clear direction by defining goals and priorities and evaluate/support the business needs.
Excellent problem solving and interpersonal communications are a strong requirement.
Demonstrates critical thinking skills, assimilates and implements new information rapidly and thinks strategically as well as tactically.
Experience working in a fast-paced, team environment.
Must have a desire for achieving excellence in customer satisfaction and support service.