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. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

What will the role entail?

You will work on Freshworks’ Customer Service & Support products.
T

ake Ownership: Own and build modules for sustained differentiation and growth. Develop deep domain expertise and understand trends in the market. The role requires you to plan, build, release, and measure success for an end to end modules.

Be a Customer Champion: Develop a sense of empathy with our customer base to build an understanding of various problems. The role is also a bridge between the customer and the engineering teams to ensure focus on solving customer needs & delivering continuous value.

Practice Craftsmanship: Learn and Practice product craft. Create solutions with delightful user experiences and find the balance between solving the customer problem and shipping the right product solution. We take pride in releasing the smallest of features while iterating and shipping regularly.

Play as One Team: The role needs you to communicate clearly to various stakeholders of Product development, Engineering, Marketing, Sales & Leadership teams and work together to bring your vision to life.
Act with Urgency: Breakdown complex problems to phases to help the team make incremental progress while still keeping the bigger picture intact. You’d evangelize the vision and ensure maximum customer value is achieved with the appropriate amount of work.
 

• 5+ years of core product management experience in building features for internet software products. SaaS experience is preferred as you’d settle right in.
• Being empathetic and having a strong listening ability to understand the other person - be it a customer or an internal stakeholder.
• Articulation of complex concepts/customer problems in a simple manner
• You need to have a strong sense of UI/UX. Freshworks products are known for their ease of use.
• Make informed decisions by balancing technical aspects and user experience
• Strong prioritization skills that are data-driven, based on market needs and aligned with the organization’s vision
• Demonstrated skill of influencing and leading without explicit authority with both business and technical stakeholders

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.