Lead - Business Systems Services

Freshworks
Chennai
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 7-12 yearsEducation: bachelorsSkills: ["Stakeholder management","Communication","Analytical problem-solving","Leadership","Mentoring"]

Own the architecture and technical roadmap for Freshworks’ Customer Support technology ecosystem. Partner with Customer Support Operations, CX, Product, Engineering, and IT to design secure, scalable solutions across Freshdesk and related customer support platforms and enterprise integrations. Lead platform configuration, automation, and complex problem-solving, govern security and data, and drive integrations and AI capabilities like ticket summarization, intelligent routing, and virtual agents.

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Freshworks
Freshworks
14 hours ago

Lead - Business Systems Services

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Last checked: 4 hours agoStatus: Live

Job Summary

Own the architecture and technical roadmap for Freshworks’ Customer Support technology ecosystem. Partner with Customer Support Operations, CX, Product, Engineering, and IT to design secure, scalable solutions across Freshdesk and related customer support platforms and enterprise integrations. Lead platform configuration, automation, and complex problem-solving, govern security and data, and drive integrations and AI capabilities like ticket summarization, intelligent routing, and virtual agents.
Location: Chennai
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Own the architecture and technical roadmap for Customer Support applications and related integrations.
  • •Design scalable solutions across Freshdesk/knowledge management/chat/messaging/telephony/CRM and enterprise applications.
  • •Provide architectural guidance for platform configuration, automation, integrations, and customizations.
  • •Design and govern integrations using REST APIs, webhooks, middleware, and event-driven architectures.
  • •Evaluate and implement AI capabilities such as ticket summarization, intelligent routing, virtual agents, and knowledge recommendations.

Key Requirements

  • •7–12 years of IT experience with 5+ years supporting or architecting enterprise Customer Support platforms.
  • •Proven experience designing and implementing enterprise customer support solutions, including case management, ticketing, SLAs, routing, queues, and knowledge management.
  • •Hands-on experience with Freshdesk is highly preferred; experience with Zendesk, Salesforce Service Cloud, ServiceNow CSM, or similar platforms is strongly preferred.
  • •Experience with REST APIs, middleware, webhooks, and enterprise integrations, including workflow automation and low-code/no-code capabilities.
  • •Bachelor’s degree in Computer Science, Information Technology, Information Systems, or a related field.
Experience:7-12 years
Education:Bachelor's in Computer Science, Information Technology, Information Systems
Skills:Stakeholder managementCommunicationAnalytical problem-solvingLeadershipMentoring
Languages:English (US)
Tech Stack:FreshdeskZendeskSalesforce Service CloudServiceNow CSMREST APIsWebhooksMiddlewareEvent-driven architecturesCRM integrationsLow-code/no-codeGenerative AIAI

Company Brief

Freshworks
Provides cloud-based customer engagement, CRM and ITSM software (Freshdesk, Freshservice, Freshsales) that helps businesses manage customer and employee experiences through SaaS products and AI-driven tools.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Mateo, United States
Founded: 2010
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor