Lead - Technical Support

Bengaluru, IndiaFull Time Senior level

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 customers, including American Express, Sony, Vice Media, TaylorMade, Sotheby’s, Stitchfix, OfficeMax, Multichoice, Delivery Hero, ITV, and Klarna.

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).

The Support Lead will be part of the Global Customer Support Team, as a lead you will be leading a team of 8 to 10 Product Specialists / Technical Account Managers and you will work directly with the Regional Manager of Support. The ideal candidate will proactively identify and address business needs and the impact of these on a B-B Customer Support organization, the candidate must have a proven track record delivering excellent Customer Service to direct customers. The candidate for this role must work collaboratively with all other groups including Product Management, Engineering, Marketing, Sales, and Finance. The candidate must also have experience providing 24x7 Support.

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