Freshworks

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About

Freshworks designs ridiculously easy-to-use software for businesses of all sizes, making it effortless for them to delight their employees and their customers. Affordable, quick to implement and designed for the end user, more than 50,000 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.

Active Jobs

63 Jobs

Recent jobs

Lead - Data Analytics

Freshworks

Chennai, Tamil Nadu, India

Posted: 13 days ago

Company 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 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. Device42, a Freshworks company is the most trusted, advanced, and complete full-stack agentless discovery, dependency mapping, CMDB and IT Asset Management platform for Hybrid Cloud. Job Description We are looking for a technical, highly motivated and dynamic IT Product Information & Lead Research Analyst to play a key role in our growing team. This hands-on position is ideal for a self-starter who enjoys research, data curation, and taxonomy design, with a unique opportunity to transition into a leadership role as the team expands. The team is responsible for building and maintaining a comprehensive, accurate, and curated product catalog of all software and hardware technology products sold and deployed globally. The Lead Product Research Analyst will be responsible for: Lead and coach a team of research analysts working on technology data mining and curation. Conduct research on technology data/content about software and hardware products, including vendors, manufacturers, product suites, lifecycle data Collect, analyze, and curate information to enrich our technology catalog, ensuring accuracy and consistency Oversee the maintenance of a technology data catalog, ensuring comprehensive and up-to-date content Design and manage taxonomies for software and hardware products. Develop and enforce rules for normalizing and mapping data between source systems Define and implement end-to-end research workflows, including methodologies, training programs, and quality control measures. Respond to customer and internal requests to enrich catalog content and resolve content-related issues promptly. Act as the subject matter expert (SME) on technology data, working directly with customers and partners to address data-related issues and enhancement requests. Collaborate with internal stakeholders, including engineers and product teams, to translate business requirements into new data offerings and features. Qualifications Bachelor’s degree in computer science, engineering, data management or related field Experience with Master Data Management or Product Information Management platforms Proficiency in writing regular expressions (Regex)  - required Familiarity with database tools, data entry systems, and processes. In-depth, subject matter expertise-level understanding of how software is named, titled, and released by commercial and open-source teams, including EOL and vulnerability disclosures. Strong background in researching and managing technical content, with an eye for detail. Ability to identify gaps in data and develop proactive plans to close them. Experience in designing and managing taxonomies for technical products.

Graduate Trainee - Customer Support

Freshworks

Chennai, Tamil Nadu, India

Posted: a month ago

Company Description Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.  There’s another option. Freshworks. With a fresh vision for how the world works. At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.  Fresh vision. Real impact. Come build it with us. Job Description The Customer Support team at Freshworks plays a key role in uncomplicating work for our customers. They troubleshoot issues, answer product-related questions, and ensure that customers have a smooth experience using our products. If you're someone who enjoys problem-solving, figuring things out, and helping others along the way, this might be a great place to start your career. What you will do: Support customers by resolving queries, reproducing issues, and working with internal teams to provide timely solutions. Communicate effectively across email, phone, and chat to provide high-quality assistance. Collaborate with cross-functional teams like engineering and product to escalate and resolve complex issues. Keep track of common customer challenges and work proactively to improve the support experience. Ensure high customer satisfaction through professionalism, empathy, and ownership. Qualifications We’re hiring fresh graduates from the 2025 batch who are keen to start their career in a customer-facing role at a fast-growing product company. What we look for: Strong communication skills — both written and verbal. Empathy and the ability to put yourself in the customer’s shoes. Curiosity and a willingness to learn new tools and technologies. Ability to stay organized and thrive in a fast-paced environment. Flexibility to work rotational shifts based on business needs (This is absolutely mandatory because shifts and regions will be allocated based on business requirements). Internship experience in a B2B/product company or prior exposure to customer support (This is good to have, not mandatory ). No standing arrears.

Senior Director - Product Management

Freshworks

Bengaluru, Karnataka, India

Posted: 2 years ago

Job Description As a Product Leader at Freshworks, you will directly lead a talented product management team and cross-functional teams to develop new product capabilities and experiences that will be used by teams world-wide to delight employees. This includes gathering and prioritizing requirements for the product, defining the vision for the product, delivering value and impact to our customers and collaborating with other leaders from the product design, engineering, marketing, and sales teams to ensure that the company’s financial and customer satisfaction goals are met. Key responsibilities Drive long-term strategy and vision for the product, leveraging broad customer research, customer experience and new technologies to deliver features to our customers Innovate and demonstrate Thought Leadership by thinking big and driving new product ideas  Drive requirements definition, customer experience design, product roadmap and prioritization Define and own the business metrics and OKRs for the product including Product led growth, customer satisfaction and new business and expansion growth Ability to translate complex processes into technical requirements while also managing delivery and operations Work with the customers  to prioritize problems or themes to reach the outcomes Work with both UX and Development to understand design or technology implications in solution ideas Build, grow and mentor a world-class team of Product managers effectively communicate and execute the product roadmap that delivers against the vision and communicate product launches and timelines to key internal and customer stakeholders Qualifications Preferred qualifications 18+ years of product management and software / IT engineering industry experience  6+ years of direct people management experience 5+ years of experience of working in SaaS (software as a service) industry  Experience communicating with technical and non-technical stakeholders at all levels across the business Bachelor's degree in computer science, engineering or a related discipline  Proven record of building, managing and sustaining product organizations  Having a Masters in Business Administration is an added advantage  Must have the ability to influence people at the business unit level Must have the ability to understand the technical and non-technical aspects of product development Experience developing technology solutions in a fast-paced environment Excellent problem-solving skills Excellent verbal and written communication skills

Staff Product Analyst

Freshworks

Bengaluru, Karnataka, India

Posted: 2 years ago

Job Description About the role: Working as a part of Product Analytics, the role requires you to work closely with senior leadership, product, and customer-facing functions, for helping them make data-driven decisions. Responsibilities ● Lead product analytics charter for one vertical independently ● Lead and execute data analytics projects end-to-end. ● Influencing business decision making by providing quantitative/qualitative data analysis, which brings out insights and trends pertaining to business performance. ● Utilize strong database skills to work with large, complex data sets to extract insights. ● Filter and cleanse unstructured (or ambiguous) data into usable data sets that can be analyzed to extract insights and improve business processes. ● Using advanced analytics and metrics to improve processes and provide data-driven forecasts of potential costs, revenues, and risks of business initiatives. ● Communicating findings to stakeholders and taking initiatives for improving business performance. ● Ensure that data and analysis is presented in a format that is appropriate for a varied audience using data visualization, dashboards, or other methods. ● Collaborate with cross-functional team members to come up with actionable, high-impact insights across product lines and functions. Requirements ● Education and experience: Bachelors or Masters in a quantitative field (such as Engineering, Statistics, Math, Economics, or Computer Science with Modeling/Data Science), preferably with work experience of over 8 years. ● A passion in helping organizations understand how to solve problems through analytics, with a proven track record of delivering on such projects and bringing business impact. ● Ability to manage simultaneous tasks in a fast-paced, technology-oriented environment often dealing with ambiguity. ● Prior project experience in one or more of the following areas are preferred, but not absolutely required. ● Sound statistical knowledge in standard techniques: Logistic Regression, Classification models, Cluster Analysis, Neural Networks, Random Forests, Ensembles, Experimental Design, etc. ● Familiarity with database technologies and tools (SQL/R/Python etc.), data transformation and processing. Work experience with real data for customer insights, business and market analysis will be advantageous. ● Experience with a visualization tool such as Tableau, Power BI, Sisense, Looker, etc. ● Experience with text analytics, data mining and social media analytics is an added advantage. Qualifications 8+ years of experience in product analytics 4+ years of experience in leading analytics projects independently  2+ years of experience in leading/ mentoring junior analysts

Principal Data Science

Freshworks

Bengaluru, Karnataka, India

Posted: 2 years ago

Join Freshworks as a Principal Data Science in North America. Support marketing, sales, and support functions by leveraging data and artificial intelligence. Develop predictive models, conduct data analysis, collaborate with cross-functional teams, and drive continuous optimization.

Lead Software Engineer - Machine Learning

Freshworks

Bengaluru, Karnataka, India

Posted: 2 years ago

Job Description   Overview of the Role : As a Machine Learning Engineer, you will focus on building next-generation platform services to enable Machine learning capabilities across the Freshworks suite of products. As part of your job, you will extensively use your analytical skills, knowledge of distributed systems and scalable, high-performance systems to build ML pipelines and API services. Responsibilities Deliver scalable, low latency, and high-performance ML solutions for different Freshworks products Build ML pipelines end-to-end, including stages such as data pre-processing, model generation, cross-validation, and active feedback Build efficient systems for processing large amounts of data; be proficient with distributed programming frameworks such as Hadoop/Spark Drive solutions and implementation leveraging different open source libraries and distributed systems Work closely with Data Scientists and come up with scalable system and model architectures for enabling real-time ML/AI services Liaise with architects and engineers from other product teams to build solutions and drive adoption Elicit quality attributes of the system and define metrics to establish its success. An ideal candidate profile would include Bachelors or Master’s degree in Computer science or related field A strong grounding in Data structures and algorithms, Database concepts Good oral and written communication skills, analytical and problem-solving skills Hands-on programming experience in JVM languages and Python Experience in building scalable, high-performance, low latency systems Foundation in basic math concepts Background in big data tech, streaming applications Prior experience in building and deploying ML systems Familiarity with Machine learning algorithms Ability to design ML systems end-to-end; this includes big-data handling, pre-processing, model generation logic, model persistence including choice of online data stores, etc., systems for consuming active feedback (online learning), web services to publish model predictions to consumers. Qualifications all technical skills plus mentoring L1 and L2