Vice President - Global Support Services

Overview:

As VP of Global Customer Support at Freshworks, you will lead our global support organization, serving a base of 80,000+ customers. Based in our Chennai headquarters and reporting to the VP of  Global Customer Services, you will drive technical excellence, scale the function through automation and AI, and ensure Support serves as a primary feedback channel for our Product and Engineering teams. You will lead a high-performing global organization, including our funded Premier Support programs, and serve as a senior executive partner to our most strategic enterprise customers.

Responsibilities:

Strategic Planning and Execution:

• Develop and execute a global support strategy aligned with the company's growth and retention goals.

• Lead the adoption of AI and automation across the support function, with Knowledge Centered Service (KCS) as the founda...