Specialist - Bots Strategy

Freshworks
Chennai
Workplace: OnsiteFull timeFunction: Strategy & Corporate DevelopmentExperience: 3-5 yearsSkills: ["Analytical thinking","Independent work","Communication","Attention to detail","Collaboration"]

Own the end-to-end AI assistant experience for Freshworks’ Employee Experience (EX), driving bot performance through intent fixes, Q&A accuracy, workflow curation, and resolution outcomes. Conduct conversation audits, diagnose content vs. model issues, and implement measurable improvements. Configure workflows, analyze KPIs like resolution/deflection/fallback, and collaborate with Product/Engineering to validate changes, run simulations and E2E tests, and maintain up-to-date approved content and guardrails.

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FursaFursa
Freshworks
Freshworks
1 day ago

Specialist - Bots Strategy

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Own the end-to-end AI assistant experience for Freshworks’ Employee Experience (EX), driving bot performance through intent fixes, Q&A accuracy, workflow curation, and resolution outcomes. Conduct conversation audits, diagnose content vs. model issues, and implement measurable improvements. Configure workflows, analyze KPIs like resolution/deflection/fallback, and collaborate with Product/Engineering to validate changes, run simulations and E2E tests, and maintain up-to-date approved content and guardrails.
Location: Chennai
Workplace: Onsite
Employment Type: Full time
Job Function: Strategy & Corporate Development
Seniority: Mid level

Key Responsibilities

  • •Own the end-to-end AI experience for EX, including intent fixes, content development, workflow curation, and resolution outcomes.
  • •Create, consolidate, and refine Q&As to ensure accuracy and persona/brand alignment, and convert Q&As into structured knowledge articles.
  • •Conduct conversation audits to diagnose content vs. model issues and recommend measurable fixes.
  • •Configure and maintain workflows, automations, and guardrails based on defined frameworks and business requirements.
  • •Analyze bot KPIs (resolution, deflection, fallback) and collaborate with Product/Engineering on bug reporting, validation, and early feature feedback.

Key Requirements

  • •3-5 years of experience in chatbot operations, conversational design, or content/knowledge management in a B2B SaaS, preferably in CX.
  • •Strong skills in analyzing conversations, identifying gaps, and turning findings into actionable insights.
  • •Hands-on experience creating/refining Q&As, intents, workflows, or structured knowledge articles.
  • •Hands-on experience with ITSM platforms (preferably Freshservice) with domain knowledge to scope process automation opportunities and enable self service.
  • •Ability to work independently with minimal guidance while collaborating effectively across multiple teams.
Experience:3-5 yearsB2B SaaSCX
Skills:Analytical thinkingIndependent workCommunicationAttention to detailCollaboration
Languages:English
Tech Stack:FreshserviceITSM platformsAI toolsDashboards

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