Total 69 job vacancies by Freshworks

What will the role entail?
Take 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 besides also being a leader for the
team.
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.

Freshworks is seeking a Voice of Customer (VoC) Specialist to support our efforts in capturing, analyzing, and leveraging customer feedback to drive product improvements and enhance customer experience across our suite of products. Reporting to VoC Manager, you will play a pivotal role in defining our overall VoC strategy and how we proactively centralize all customer listening signals to reduce customer friction and drive deeper loyalty.

Responsibilities:
Customer Feedback Analysis

• Develop and implement a comprehensive survey strategy for collecting, analyzing and reporting out on NPS, CSAT, CES feedback across our product portfolio
• Evaluate enterprise software technologies that could help us refine our listening signals and automate our reporting and measurement capabilities.

Cross-Functional Collaboration:

• Partner closely with Product Management, Engineering, Marketing, Sales, and Customer Success teams to ensure alignment on VoC strategies.
• Act as a liaison between customers and internal teams, advocating for customer needs and driving alignment on product priorities.

Insights Utilization:

• Utilize insights from customer feedback to drive product improvements, enhance customer experience, and increase customer satisfaction and loyalty.
• Develop and implement strategies to effectively communicate customer insights and recommendations to internal stakeholders.
• Develop a cadence for reporting regularly to stakeholders on key metrics across NPS, CES, CSAT and more.

As a Senior Software Engineer, you will design and implement multi-tier (DB, services, and web) software applications, and document, test, fix and enhance systems when needed. In your agile team, you will closely work with engineers, architects, managers, design, QA and operations teams, and create solutions that meet business requirements. You will spend most of your time developing clean code with limited abstraction. In this role, you will also mentor team members across functions. You will also implement and support compliance with Freshworks compliance and information security processes.

Basic qualifications

• 3-5 years of prior experience
• Advanced understanding of OOPS
• Knowledge of SDLC (Software Development Lifecycle)
• Experience of working in an Agile environment
• Ability to design for scale and performance
• Ability to do peer code reviews
• Solid problem-solving skills
• Experience with hands-on programming
• Expertise in data structures and algorithms

Experience / Desired Skills (but not all required)

• Degree in Computer Science or equivalent practical experience
• Experience with large-scale systems
• Good knowledge of Java and Spring Boot framework
• Prior experience with AWS
• Experience with open-source projects
• Experience troubleshooting in a SaaS environment with an assertive deployment schedule

Job Description

Applied AI is taking scientific research and applying it to business problems.

As a Manager of Applied AI engineering team, you will help drive the application of AI across our suite of products in addition to developing the thinking of our team. You will direct and shape the data science philosophy, planning and strategy for the team, as we explore multi-modal, multi lingual use cases through the use of Generative AI.

Responsibilities:

• Inspire, lead and grow a team of data scientist, Machine learning engineers, leads.
• Data Science and Technical leadership for product and across all engineering requirements.
• Clarify our Applied AI philosophy and engineering strategy to key stakeholders and drive consensus
• Continuously improve and drive engineering best practices around software engineering & lead the craftsmanship, resilience, and scalability of your solutions.
• Bring a passion to stay on top of AI trends, experimenting with and learning new technologies, participating in internal & external technology communities, and mentoring other members of the engineering community.
• Encourage innovation, implementation of cutting-edge technologies, inclusion outside-of-the-box thinking, teamwork, self-organization, and diversity.
• As a key member of the product engineering team, work with product management, architecture and professional services to deliver and maintain compelling products to market
• Ship great products under stringent deadlines and in the face of ambiguous requirements and changing business priorities.
• Be a champion for AI test discipline , and evaluation scores, in order to make AI capabilities more deterministic
• Reduce the time-to-insights window for new customers.
• Responsible for the overall development and release life cycle.

• 8-10+ years of experience in delivering competitive insights preferably within B2B software or SaaS/PaaS environments. Prior experience in ITSM is a plus. 

• Ability to understand highly technical information and translate to value proposition and business benefits in a customer friendly language. 

• Specialize in writing compelling competitive positioning content to an IT audience.

• Self-starter, independent and result-oriented who can go the extra mile to drive outcomes.

• Ability to take ownership and demonstrate and ensure accountability to achieve the intended business outcomes.

• Strong analytical and problem solving skills with strategic mindset and business acumen.

• Excellent presentation, communication and cross-functional collaboration skills. 

• Situational leadership and ability to lead and influence cross-functional teams.

• Growth mindset and intellectual curiosity to improve the business to drive growth.

• Creates a results-focused team atmosphere; ensures that people engage in productive behaviors and don’t settle for poor performance and builds a strong sense of urgency in exceeding the goals. 

• Fluently adapts to different cultural norms and expectations; engages

successfully with a wide range of people.

• Fosters an environment in which the team holds each other accountable for always delivering on workgroup goals as well as adhering to all policies and procedures.

• Acts as a powerful role model for adaptability;adeptly shifts approach

takes clear steps to simplify, enhance, and improve collaboration among coworkers and external partners.

• Probes into GTM feedback and data from Revenue Operations; uses this input to drive continuous improvement.

Job Description

We’re on the lookout for a Manager product marketing - DevX to develop and execute marketing strategies for our Developer Platform. Our ideal candidate is a passionate experienced B2B product marketer with proven success in building and launching engaging campaigns that reach our developer audience, drive platform usage and app development.  As a DevX expert, you will have a deep understanding of the developer ecosystem and mindset, and a passion for creating meaningful connections between developers and our products

Roles & Responsibilities

• Strengthen and fine tune our developer strategy: Start from the ground up to identify our target technical audience, understand their pain points, and craft strategies that will drive adoption of our dev platform capabilities. Ensure the developer platform is equally valuable for both customers (product extension) and partners (monetization). 

• Tell our developer story with our developer platform lens: Develop product positioning and messaging informed by research and a real understanding of how developers use Freshworks Developer Platform. Create a cohesive and clear message for developers, whether they’re browsing our website, using our Dev Platform, AMP, looking for app monetization opportunities or getting a product demo.

• Manage and Grow our developer community: We have an existing developer community which is active with existing partner and customer developers. We want to grow this community to be thriving with developer’s having conversations and sharing insights about working with Freshworks Developer Platform.  

• Drive campaigns focussed at developer platform capabilities: Build, curate and execute end-to-end campaigns, from building GTM strategies that capture new developers to driving long-term adoption and app development. Create and manage a roadmap of campaigns across social media strategy, content production, organic and paid content promotion, ad buys, email sends, and technical demo creation.

• Engage with Developers:  Drive key engagement initiatives with external developer audiences through both F2F and virtual initiatives like Developer Webinars, Developer Summits, meetups, monthly community connects, workshops, etc. Ensure participation and building feedback loop to product and engineering teams.

• Internal evangelization and enablement : Drive awareness, education and adoption of dev platform and its capabilities within Freshworks across functions (Engineering, PMs, CSMs, SEs, etc). Communicate value proposition and provide high-value sales tools, case studies, training, and collateral to our customer facing teams

• Market, customer, and competitive analysis - Be the expert on the dev audiences, partner personas, the industry trends, and the competitors in the market. 

Job Description

Responsibilities
● Platform teams tend to be small but self-sufficient. You will have a large scope of
responsibilities.
● Plan and execute goals, proven track record
● Independently able to design and develop a production quality system
● Represent your team’s technology and architecture as you successfully coordinate
with stakeholder teams across Freshworks
● Mentoring other engineers in the team
○ Set the standards for coding, testing
○ Establish best practices in design and development
○ Craft the next generation of technology leaders
● Design, build and own systems end-to-end for scale and performance without
accidental complexity
● Work alongside Senior Managers to prioritize and align technology initiatives
○ Roadmap planning, scoping, phasing of iterations
○ Technology debt and upgrades
○ Engineering excellence and innovation
● Strong and flexible communication skills — document, present, and defend
engineering proposals and plans not just to other architects but also to semi-technical
stakeholders and leaders.
● Ensure 99.999% uptime of your production systems
● Keep an eye on evolving opportunities in terms of new and related problem
statements that your platform can effectively solve for Freshworks.
● Ensure that the architecture and solutions proposed are able to reduce the order of
complexity existing in the system over time
● Lead sustainable incident response, blameless postmortems, and production
improvements that result in direct business opportunities
● Define and own the non-functional metrics critical to your area of ownership

Position Overview:

This role focuses on instructional design and multimedia content creation. You will partner with learning experience designers to create videos, images, gifs, storyline activities, and other creative forms of engagement to equip our Go-to-Market (GTM) teams with soft skills, tools, and product knowledge at scale. The ideal candidate must have an excellent eye for design, be well-organized, have excellent English verbal and written communication skills, and enjoy creative problem solving to create unique and engaging learning experiences. A portfolio and/or design task completion is required.

Key responsibilities: 

• E-Learning Design: Use eLearning authoring tools to design online learning experiences, with a focus on creative multimedia experiences.

• Simulation Development: Design tool simulations to create how-to tutorials.

• Scenario-Based Learning Experiences: Craft engaging and realistic scenarios for learners to test and apply their knowledge.

• Graphic Design: Create illustrations, images, icons, and other graphics to support job aids, webpages, and e-learning experiences.

• Video Editing: Edit videos professionally and in line with brand guidelines using Adobe Premiere Pro and Camtasia.

• Animation: Animate explainer videos and scenario videos using Adobe Premiere Pro and Vyond.

• Assessment Writing: Write well-formulated quiz questions with good distractors, excellent grammar, and clear feedback to check understanding and clarify potential areas of misunderstanding. Ensure that assessments reflect information that is relevant in every-day job scenarios and effectively measure learner outcomes.

• Digital Accessibility: Ensure that all activities, interactions, and media are digitally accessible and created in accordance with WCAG, such as by creating caption files.

Innovative Learning Solutions: Stay updated on learning approaches, technology, and tools through continuous research, ensuring that our solutions remain innovative.

Email Development and Design

• Responsive Email Coding: Develop responsive text and image-based emails for various promotional, life-cycle, and transactional campaigns using the latest HTML and CSS email-oriented best practices, focusing on code reusability.
• Web-Based Component Development: Design and create web-based components in HTML5, CSS, and JavaScript from scratch.
• Creative Asset Conversion: Accept creative files (PSD, PDF, InDesign, JPG) and build, QA, and deliver coded emails and push graphics using both existing and new HTML templates.
• Template Utilization and Development: Efficiently use existing HTML email layout templates for maximum efficiency and timeliness. Develop new templates following industry trends and standards.
• Campaign Creation: Create HTML email campaigns and email newsletters for internal and external communications.

AI-Driven Segmentation and Personalization

• Advanced Segmentation: Utilize AI and machine learning technologies to create advanced segmentation strategies.
• Personalized Content: Develop personalized email content that resonates with different customer segments to improve engagement and conversion rates.

Campaign Strategy and Execution

• Comprehensive Strategies: Design and implement comprehensive email marketing strategies aligned with business goals.
• Timely Delivery: Ensure timely and accurate delivery of email campaigns, including promotional, transactional, and automated lifecycle emails.
• Nurture Programs: Work with different marketing teams to create Always On Nurture programs, customer communications, webinars, and events.

Cross-Functional Collaboration

• Enhance Capabilities: Collaborate with MarTech and other cross-functional teams to bring new tools and technologies to enhance email marketing capabilities.
• Cohesive Messaging: Work closely with product, sales, customer support, and other marketing teams to ensure cohesive messaging and customer experience.
• Advanced Integration: Collaborate with the data science and AI teams to integrate advanced technologies into email marketing strategies.

Performance Analysis and Optimization

• Performance Metrics: Monitor, analyze, and report on email campaign performance metrics such as open rates, click-through rates, conversion rates, and ROI.
• Continuous Optimization: Continuously optimize campaigns through A/B testing, segmentation analysis, and leveraging AI insights.

Compliance and Best Practices

• Regulatory Compliance: Ensure all email marketing activities comply with relevant regulations and best practices, including GDPR and CAN-SPAM.
• Stay Current: Stay current with industry trends, technologies, and best practices in email marketing and AI.

About the role

Freshworks is looking for a seasoned HR professional (Sr. Manager level) to be an HR Business Partner for the Product Development (PD) organization. The role will be based in Chennai/Bangalore and report to the Vice President – HR. The role needs a HR professional with strategic ability and a bias for execution to lead the people agenda for our PD business units. Role will require travel between the sites where the business is present.

Job Description

• Support the Sr. Manager and Director leadership in the organization by developing effective business partnerships, maintaining professional credibility and reputation for delivering goals.

• Display a foundational understanding of Freshworks’ goals and business opportunities, and where the HR team - and the HR Consultant role - can contribute to execute its efforts and initiatives.

• Support people managers and employees at all levels with their growth and development to help them become more effective leaders and managers.

• Advise Freshworks’ people managers and employees in company-wide and local company HR initiatives.

• Be integral in employee relations and performance management, goal setting and talent reviews; and, as needed, facilitate calibration sessions.  

• Work on projects in partnership with Freshworks’ HR Centers of Excellence in the development and implementation of our HR initiatives.

• Where appropriate, identify trends (onboarding engagement, exit interview completion) that aid in translating to focus areas, projects and / or initiatives.

• Assist people managers with policy/guideline interpretation and compliance, in partnership with our Employee Relations team. 

• Engage with Freshworks’ Legal and Employee Relations team on accommodations, grievances, performance cases, etc.

• Provide support and insight to the defined client group(s), Freshworks HR Business Partners, and HR COE’s in support of the overall business and HR strategies.

• Become a champion of telling stories through data, identifying trends or concerns of organization health.

• Strong communication skills and the ability to influence decisions and outcomes.

Freshworks is seeking a Voice of Customer (VoC) Manager to lead our efforts in capturing, analyzing, and leveraging customer feedback to drive product improvements and enhance customer experience across our suite of products. Reporting to the VP of Customer Engagement, you will play a pivotal role in defining our overall VoC strategy and how we proactively centralize all customer listening signals to reduce customer friction and drive deeper loyalty. 

Responsibilities:

• VoC Strategy Development:

  • Develop and implement a comprehensive Voice of Customer (VoC) strategy to capture, analyze, and act upon customer feedback across various touchpoints.

  • Drive initiatives to gather qualitative and quantitative insights from customers to inform product development, marketing strategies, and customer success efforts.

• Customer Feedback Analysis:

  • Provide recommendations for collecting customer feedback at scale through surveys and other touchpoints. 

  • Evaluate enterprise software technologies that could help us refine our listening signals and automate our reporting and measurement capabilities.

  • Lead the analysis of customer feedback, including surveys, interviews, and support interactions, to identify trends, pain points, and opportunities for improvement.

  • Collaborate with cross-functional teams, including Product Management, Engineering, and Customer Success, to prioritize and address customer needs.

• Cross-Functional Collaboration:

  • Partner closely with Product Management, Engineering, Marketing, Sales, and Customer Success teams to ensure alignment on VoC strategies.

  • Act as a liaison between customers and internal teams, advocating for customer needs and driving alignment on product priorities.

  • Insights Utilization:

    • Utilize insights from customer feedback to drive product improvements, enhance customer experience, and increase customer satisfaction and loyalty.

    • Develop and implement strategies to effectively communicate customer insights and recommendations to internal stakeholders.

    • Develop a cadence for reporting regularly to stakeholders on key metrics across NPS, CES, CSAT and more.

  • Team Leadership and Development:

    • Build and lead a high-performing VoC team, providing guidance, mentorship, and professional development opportunities.

    • Foster a culture of customer-centricity and continuous improvement within the team and across the organization.

Key Responsibilities

This role will support the design and lead the execution of global and country-specific total rewards programs. The senior manager will also serve as a subject matter expert for compensation in their assigned region.

1. Support the Global Total Rewards function in driving Freshworks' Total Rewards strategy and philosophy to attract and retain top talent and recognize and reward performance. Critical areas of focus include job levelling, base pay, allowances, shift pay, variable compensation (annual bonuses and commission plans), and equity plans.

2. Collaborates with and serves as a subject matter expert to HR Business Partners and functional managers on matters about compensation. Provides advice and counsel to HR business partners on promotion planning, job classifications, levelling, and individual compensation decisions.

3. Lead the execution of global compensation processes, such as annual compensation planning, variable pay plan assignments, recognition programs, and equity administration.

4. Lead global projects such as job evaluation, TR-related systems implementation, such as a market pricing tool, and other new initiatives as the company continues to grow and expand.

5. Create policies and procedures for global and regional compensation offerings to ensure fairness, consistency and alignment with statutory requirements. 

6. Support in the preparation of materials for executive reviews and approval.

7. Support M&A as they relate to total rewards.

8. Develop effective analytics and metrics to influence program direction and monitor business impact and effectiveness. 

9. Evaluate external labour market conditions, and internal growth projections, and analyze data to drive sound talent compensation decisions.

Responsibilities

• Interpret data, analyse results using analytics, research methodologies, and statistical techniques.
• Generate data-based insights that aid in launching impactful and effective marketing and user acquisition programs.
• Develop an in-depth understanding of the customer journey and current trends to improve marketing initiatives.
• Dive deep into campaign performance data to identify opportunities for improvement.
• Prepare, analyse, and summarize periodic operational results for use by various key stakeholders, creating reports, specifications, dashboards, and flowcharts.

Position Overview:

As the SMB Sales Programs Specialist at Freshworks, you will play a critical role in developing and executing sales programs that drive product adoption, cross-sell, up-sell, competitive positioning, and more. Leveraging your extensive experience in sales programs, you will work closely with the Director, Global Sales Programs to implement initiatives that support our SMB and commercial sales teams. You will collaborate cross-functionally with teams such as Marketing, Product Marketing, Sales, and Product to build comprehensive sales programs that achieve company-level goals.

Key Responsibilities: 

• Develop and execute the overall sales programs strategy for SMB and commercial businesses, focusing on product adoption, cross-sell, up-sell, and competitive positioning.

• Work closely with the Director, Global Sales Programs to ensure alignment with broader company objectives.

• Create and maintain comprehensive sales playbooks that guide the sales team through all stages of the sales process, enabling them to navigate complex sales cycles with finesse.

• Optimize sales prospecting initiatives for SMB and commercial segments, leveraging data-driven insights to enhance lead generation, qualification, and conversion.

• Collaborate cross-functionally with Marketing, Product Marketing, Sales, and Product teams to develop and implement comprehensive sales programs that achieve company-level goals.

• Train and enable the sales team to leverage sales programs effectively for SMB and commercial prospects.

• Measure and continuously improve the performance of sales programs, with a focus on SMB and commercial business outcomes.

Job Description:

The Customer Success Enablement Lead, is responsible for developing and delivering customer success training programs, collaborating with stakeholders, and building effective training to empower customer success teams to achieve their goals. The ideal candidate will have a strong track record of success in customer success enablement roles with experience in delivering training, developing content, and optimizing customer success processes. Additionally, the ideal candidate must be a self-starter with strong delivery skills, both in-person and virtually, and the ability to develop innovative solutions to improve customer success performance.

Key Responsibilities:

• Execute plans and programs from the Enablement leadership and track impact metrics.

• Deliver onboarding sessions for new joiners and deliver need-based programs for customer success reps.

• Develop and deliver engaging and informative customer success training programs, both in-person and virtually, that align with the overall strategy and goals.

• Build engaging content that supports the delivery of training programs, such as presentations, simulations, and role-playing exercises.

• Design and maintain customer success training materials, presentations, and resources.

• Collaborate with marketing and product teams to create high-quality customer success collateral, presentations, and playbooks that effectively communicate product value propositions and customer success messaging.

• Work closely with customer success leadership to identify training needs and develop customized training plans for customer success teams.

• Deliver training programs in various formats, including in-person workshops, online webinars, and self-paced learning modules.

• Facilitate interactive learning experiences that promote engagement and knowledge retention.