About Freshworks

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 software that is affordable, quick to implement, and designed for the end user. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).
Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ 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 (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).
Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.

While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation.
Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose and passion, irrespective of their background, gender, race, sexual orientation, religion or ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, our communities and our business.

Key Responsibilities

• Program Development: Collaborate with senior leadership to define and develop customer support programs, strategies, and initiatives that align with the company's objectives and customer satisfaction goals.

• Project Management: Lead and manage customer support projects, ensuring they are executed within scope, on time, and within budget. Monitor and report on project progress, addressing any issues that may arise.

• Team Collaboration: Work closely with customer support representatives, quality assurance teams and process excellence teams to develop and implement effective support programs. Foster a collaborative and results-driven team environment.

• Customer Experience Improvement: Analyze customer feedback, support metrics, and performance data to identify areas for improvement in customer support. Develop and execute strategies to enhance the overall customer experience.

• Process Optimization: Identify inefficiencies in support processes and develop strategies to streamline and improve these processes to maximize productivity and efficiency.

• Quality Assurance: Implement and maintain quality assurance standards, conducting regular audits of support interactions to ensure adherence to company standards and guidelines.

• Reporting and Analysis: Generate and analyze reports on key performance indicators (KPIs) related to customer support operations. Use this data to make data-driven decisions and recommendations for improvements

Required Qualifications

• Minimum of 6 years of experience in a program management or similar role, demonstrating a successful track record of managing complex global programs 

• Experience is managing programs to improve customer experience. Having expertise running customer retention programs is a plus. 

• Strong analytical and problem-solving skills, with a data-driven approach to decision-making and continuous improvement.

• Excellent communication, presentation, and interpersonal skills, with the ability to influence and collaborate effectively with diverse stakeholders.

Job location: Chennai (In-Office)

Additional information

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities, and the business

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.