Opportunity at
FreshworksLead - Business Systems Services
Freshworks is seeking a lead for business systems services to act as the design lead and long-term technical owner for its customer support technology. The role…
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About This Role
Freshworks is seeking a lead for business systems services to act as the design lead and long-term technical owner for its customer support technology. The role is full-time and on site. The lead partners with support operations, customer experience, product, engineering and IT groups to deliver solutions that are resilient, safe and quick across Freshdesk, other service tools and enterprise connections. This is a manager-equivalent individual contributor position, which means…
Job Description
Freshworks is seeking a lead for business systems services to act as the design lead and long-term technical owner for its customer support technology. The role is full-time and on site. The lead partners with support operations, customer experience, product, engineering and IT groups to deliver solutions that are resilient, safe and quick across Freshdesk, other service tools and enterprise connections.
This is a manager-equivalent individual contributor position, which means architectural leadership combined with hands-on work in solution design, platform setup, connectors, workflow automation and difficult troubleshooting. The lead sets the technology plan for support applications and their links, spanning knowledge bases, live chat, messaging, phone systems, CRM and company-wide apps. They design and oversee integrations using REST interfaces, callbacks, middleware layers and event-based patterns, define standards for security, data governance and scale, and run architecture reviews ahead of large rollouts, upgrades and moves between systems. The lead pushes for consistency across platforms to cut technical debt and evaluates AI features such as ticket summaries, smart routing and virtual agents. The post also decides whether to build, configure or integrate, coaches platform admins, systems analysts and developers, and works with business stakeholders to uncover automation opportunities.
The posting asks for seven to twelve years of IT experience, including five-plus years supporting or designing enterprise customer support platforms. Candidates should grasp support operations such as case handling, service-level agreements, routing, queues and omnichannel service, and have worked with REST APIs, middleware, workflow automation and CRM integration. Strong stakeholder influence and experience leading platform implementations are required. A bachelor's degree in a computing or information discipline is expected. Practical Freshdesk experience carries significant weight, and exposure to other support platforms and ITIL practice is a plus. No salary is stated in the posting.
Responsibilities
- Own the technology plan for customer support applications and their integrations
- Design solutions spanning knowledge bases, live chat, messaging, phone systems, CRM and enterprise apps
- Set standards for integrations built on REST interfaces, callbacks, middleware and event-based designs
- Run architecture reviews ahead of large implementations, upgrades and migrations
- Evaluate AI capabilities such as ticket summarisation, intelligent routing and virtual agents
- Coach platform admins, systems analysts and developers on architecture standards
Requirements
- Seven to twelve years of IT experience, with at least five in enterprise customer support platforms
- Hands-on architecture experience with Freshdesk, Zendesk, Salesforce Service Cloud or ServiceNow CSM
- Understanding of support operations, including case management, SLAs, routing, queues and omnichannel service
- Experience with REST APIs, middleware, workflow automation and CRM integration
- Capacity to shape architectural choices with both business and tech stakeholders
- Strong analytical skills for troubleshooting complex applications and integrations
Qualifications
- Bachelor's degree in computing, IT, information systems or a closely related subject
- Practical Freshdesk experience (weighted heavily)
- Experience with platform migrations, modernisation and ITIL practices
- Exposure to middleware tools like Workato, MuleSoft or Boomi
- Experience with AI-enabled support tools and agent productivity improvements
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the role based?
The posting does not specify a location. The listing is marked as on site.
What experience is required?
The posting asks for seven to twelve years of IT experience, including five years or more with enterprise customer support platforms.
Is Freshdesk experience needed?
Practical Freshdesk experience carries significant weight in the posting. Zendesk, Salesforce Service Cloud and ServiceNow CSM experience is also strongly preferred.
Is a salary stated?
No. The posting does not specify a salary.
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