Urwah Admin

Freshworks

<div>
 
 Organizations everywhere struggle under the crushing costs and complexities of &ldquo;solutions&rdquo; that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. There&rsquo;s another option. Freshworks. With a fresh vision for how the world works. At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&amp;P Global, and Sony Music, trust Freshworks&rsquo; customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. Fresh vision. Real impact. Come build it with us.
 
 
 
 
 
 About the Role:
 
 
 
 We are looking to hire smart and passionate folks for our customer support team. The
 
 
 customer support team takes care of technical account management for all our customers.
 
 
 They help troubleshoot and resolve issues that customers might have and provide
 
 
 assistance as and when required. In this role, you will be providing dedicated customer
 
 
 support in an omnichannel environment to high-value customers and reputed brands.
 
 
 
 
 
 
 Job Description
 
 
 
 
 
 Responsibilities:
 
 
 
 &bull;Take ownership of customer issues reported and ensure that they are resolved within
 
 
 set SLAs.
 
 
 &bull; Diagnosing and troubleshooting problems and identifying solutions to resolve
 
 
 customer issues.
 
 
 &bull; Collaborate with other appropriate internal teams and represent the customers while
 
 
 figuring out solutions and workarounds.
 
 
 &bull; Following standard procedures for the proper escalation of unresolved issues to the
 
 
 appropriate internal teams.
 
 
 &bull; Document knowledge in the form of FAQs and knowledge base articles.
 
 
 &bull; Prepare accurate and timely reports, ensuring proper recording and closure of all
 
 
 reported issues.
 
 
 &bull; Work with various internal stakeholders to provide prompt and accurate feedback to
 
 
 customers.
 
 
 &bull; Handle high MRR customers and reputed brands.
 
 
 
 
 
 Requirements
 
 
 
 Must-haves:
 
 
 &bull; Minimum of 1- 6 years of work experience in a customer support role.
 
 
 &bull; Clear, concise, and effective written and oral communication skills.
 
 
 &bull; Customer-centricity and empathy towards customers and their needs.
 
 
 &bull; Proficient in diverse technologies with a knack for quickly adapting to new tools and
 
 
 products.
 
 
 &bull; Good interpersonal skills and ability to collaborate with various cross -functional
 
 
 teams to solve business and tech problems.
 
 
 &bull; Flexibility in working in different shifts/regions including Night shifts. This is absolutely
 
 
 mandatory because we follow a rotational shift policy with 6 months-1 year cycles.
 
 
 &bull; Networking: Knowledge of networking concepts such as TCP/IP, DNS, DHCP,
 
 
 VPN,and firewalls.
 
 
 &bull; Operating Systems: Familiarity with common operating systems such as Windows,
 
 
 MacOS, and Linux.
 
 
 
 
 &bull; Must be willing to work in rotational shift (every 6 months)
 
 
 
 
 
 
 Qualifications
 
 
 
 
 
 Good to have:
 
 
 
 &bull; Prior work experience in SaaS product companies in domains relevant to
 
 
 Freshworks' suite of products.
 
 
 &bull; Knowledge and proficiency in web technologies (JavaScript, HTML, CSS).
 
 
 &bull; Collaboration tools: Familiarity with collaboration tools like Microsoft Teams, Zoom,
 
 
 or Slack.
 
 
 &bull; Cloud computing: Understanding of cloud platforms such as Amazon Web Services
 
 
 (AWS), Microsoft Azure, or Google Cloud Platform (GCP).
 
 
 &bull; Knowledge of the SaaS business model, SaaS technologies, and related
 
 
 applications.
 
 
 
 
 
 
 Additional Information
 
 
 
 
 At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.
 
 
 
</div>

Product Specialist

<div>
 
 Organizations everywhere struggle under the crushing costs and complexities of &ldquo;solutions&rdquo; that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.
 
 
 
 
 
 There&rsquo;s another option. Freshworks. With a fresh vision for how the world works.
 
 
 
 
 
 At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&amp;P Global, and Sony Music, trust Freshworks&rsquo; customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.
 
 
 
 
 
 Fresh vision. Real impact. Come build it with us.
 
 
 
 
 
 
 
 Job Description
 
 
 
 
 
 Role Overview
 
 
 
 
 
 The Director of AI User Experience will lead design for intelligent, human-centered experiences powered by the Freshworks AI platform. This critical role will shape how users interact with AI across our entire product portfolio&mdash;including customer service, IT, sales, and marketing&mdash;ensuring that machine learning, automation, and generative AI are seamlessly integrated into everyday workflows.
 
 
 
 
 This leader will own the UX strategy for both AI infrastructure (platform capabilities, APIs, tools) and product-specific AI use cases (chatbots, smart recommendations, generative assistance, predictive automation). The ideal candidate brings deep expertise in designing for complex, data-driven systems and a passion for making AI intuitive, trustworthy, and accessible to users of all skill levels.
 
 
 
 
 
 Roles &amp; Responsibilities
 
 
 
 
 
 
 Lead with Strategy &amp; Execution
 
 
 
 
 <ul>
 <li>
 Define and execute a cohesive UX strategy for AI across the Freshworks platform and products.
 </li>
 <li>
 Partner with Product and Engineering to embed scalable, user-centered design into foundational AI capabilities (e.g., model management, AI configuration, feedback loops).
 </li>
 <li>
 Drive design quality and consistency across AI use cases in multiple products, from proactive suggestions in IT workflows to smart automations in customer support.
 </li>
 <li>
 Ensure AI user experiences reflect responsible design principles, supporting transparency, fairness, and usability.
 </li>
 </ul>
 
 
 Design for the AI Platform
 
 
 
 
 <ul>
 <li>
 Shape end-to-end user experiences for platform-level AI tools, empowering internal teams and external customers to adopt and configure AI capabilities with confidence.
 </li>
 <li>
 Translate complex AI concepts&mdash;like model training, feedback capture, and prompt engineering&mdash;into clear, usable interfaces.
 </li>
 <li>
 Collaborate with product teams to ensure the underlying infrastructure supports frictionless, human-centered AI interaction across use cases.
 </li>
 </ul>
 
 
 Advance Human-Centered AI Across Products
 
 
 
 
 <ul>
 <li>
 Lead the design of product-level AI features that simplify tasks, surface insights, and enhance decision-making&mdash;whether in conversational interfaces, generative assistants, or predictive analytics.
 </li>
 <li>
 Champion user control, explainability, and inclusivity across all AI-driven touchpoints.
 </li>
 <li>
 Use rapid prototyping, testing, and iteration to refine how users perceive and interact with AI.
 </li>
 </ul>
 
 
 Collaborate Across the Business
 
 
 
 
 <ul>
 <li>
 Build strong partnerships with Product, Engineering, Data Science, and fellow UX leaders across the company.
 </li>
 <li>
 Align AI UX design with business strategy and user needs across diverse product teams.
 </li>
 <li>
 Act as a thought partner in roadmap planning, capability prioritization, and cross-functional decision-making for AI investments.
 </li>
 </ul>
 
 
 Grow and Empower a Specialized Team
 
 
 
 
 <ul>
 <li>
 Lead a team of designers and researchers focused on AI experiences across Freshworks&rsquo; platform and products.
 </li>
 <li>
 Foster a team culture that embraces complexity, values experimentation, and centers the user in every AI interaction.
 </li>
 <li>
 Coach and mentor team members to deepen their skills in AI literacy, systems thinking, and ethical design.
 </li>
 </ul>
 
 
 Deliver with Quality and Impact
 
 
 
 
 <ul>
 <li>
 Ship intelligent features and platform experiences that increase customer trust, adoption, and efficiency.
 </li>
 <li>
 Define and monitor UX success metrics specific to AI, such as perceived value, model comprehension, intervention rates, and satisfaction.
 </li>
 <li>
 Create scalable patterns, frameworks, and guidelines that enable consistency and speed in AI UX development across Freshworks.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 Experience: 12-15 years of experience in product design, with at least 2 years in a senior leadership role (e.g., Design Manager, Head of Design, Director).
 </li>
 <li>
 AI/ML Product Experience: A mandatory requirement. Your portfolio must showcase significant leadership and hands-on experience in designing, shipping, and iterating on AI-powered products (e.g., leveraging LLMs, generative AI, conversational AI, or predictive modeling).
 </li>
 <li>
 Leadership: Proven success in building and leading design teams in a fast-paced, innovative environment.
 </li>
 <li>
 Strategic Acumen: Demonstrated ability to think strategically, connect design decisions to business impact, and influence the direction of an entire product organization.
 </li>
 <li>
 Technical Fluency: A strong understanding of the fundamentals of AI/ML, including its possibilities and limitations, enabling credible partnership with engineering and data science teams.
 </li>
 <li>
 Education: Bachelor&rsquo;s or Master&rsquo;s degree in Design, HCI, Cognitive Science, Computer Science, or a related field.
 
 
 </li>
 </ul>
 
 Additional Information
 
 
 
 
 At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.
 
 
 
</div>

Director - Product Design (AI Experience)

<div>
 
 Organizations everywhere struggle under the crushing costs and complexities of &ldquo;solutions&rdquo; that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.
 
 
 
 
 
 
 
 There&rsquo;s another option. Freshworks. With a fresh vision for how the world works.
 
 
 
 
 
 
 
 At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&amp;P Global, and Sony Music, trust Freshworks&rsquo; customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.
 
 
 
 
 
 
 
 
 Fresh vision. Real impact. Come build it with us.
 
 
 
 
 
 
 
 
 Job Description
 
 
 
 
 The Strategic Sourcing Specialist is responsible for developing and executing sourcing strategies that optimize value across Freshworks&rsquo; supply chain. This role involves identifying, evaluating, and selecting suppliers, negotiating contracts, and driving continuous improvement in supplier performance. The Strategic Sourcing Specialist will collaborate with cross-functional teams to align sourcing activities with business objectives and ensure a reliable, cost-effective supply of goods and services.
 
 
 
 
 
 Responsibilities:
 
 
 
 
 <ul>
 <li>
 
 
 Sourcing Strategy Development and Execution:
 
 
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Develop and implement comprehensive sourcing strategies for assigned categories (specifically Go-To-Market (GTM)), aligning with overall business goals and objectives.
 
 
 
 </li>
 <li>
 
 Conduct market research and analysis to identify potential suppliers, assess industry trends, and understand cost drivers.
 
 
 
 </li>
 <li>
 
 Evaluate supplier capabilities, financial stability, and performance history to inform sourcing decisions.
 
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Supplier Relationship Management:
 
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Build and maintain strong relationships with key suppliers, serving as the primary point of contact for strategic sourcing matters.
 
 
 
 </li>
 <li>
 
 Monitor supplier performance, track key metrics, and conduct regular business reviews to ensure adherence to contractual obligations and performance standards.
 
 
 
 </li>
 <li>
 
 Collaborate with suppliers to identify opportunities for continuous improvement, innovation, and cost reduction.
 
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 
 Contract Negotiation and Management:
 
 
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Lead the negotiation of contracts, agreements, and pricing terms with suppliers, ensuring favorable terms and conditions that minimize risk and maximize value.
 
 
 
 </li>
 <li>
 
 Develop and manage the contract lifecycle, including contract drafting, review, execution, and administration.
 
 
 
 </li>
 <li>
 
 Ensure compliance with company policies, legal requirements, and ethical standards in all sourcing and procurement activities.
 
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 
 Cost Management and Value Creation:
 
 
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Identify and pursue cost-saving opportunities through strategic sourcing initiatives, competitive bidding, and negotiation.
 
 
 
 </li>
 <li>
 
 Analyze total cost of ownership (TCO) to evaluate sourcing options and make informed decisions.
 
 
 
 </li>
 <li>
 
 Drive value creation by optimizing supplier performance, improving efficiency, and reducing waste across the supply chain.
 
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 
 Cross-Functional Collaboration:
 
 
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Partner with internal stakeholders, including Go-to-market (GTM), operations, finance, and engineering, to understand their needs and align sourcing strategies with business requirements.
 
 
 
 </li>
 <li>
 
 Collaborate with cross-functional teams to manage sourcing projects, ensure timely delivery of goods and services, and resolve any supply chain issues.
 
 
 
 </li>
 <li>
 
 Communicate sourcing plans, activities, and results to key stakeholders, providing regular updates and reports.
 
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 
 Risk Management:
 
 
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Identify and mitigate potential risks in the supply chain, including supplier financial instability, single-source dependencies, and geopolitical factors.
 
 
 
 </li>
 <li>
 
 Develop and implement risk mitigation strategies to ensure continuity of supply and minimize disruptions.
 
 
 
 </li>
 <li>
 
 Monitor supplier compliance with quality, environmental, and social responsibility standards.
 
 
 
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 
 Bachelor's degree in Supply Chain Management, Business Administration, or a related field.
 
 
 
 </li>
 <li>
 
 5+ years of experience in strategic sourcing, procurement, or supply chain management or a related field.
 
 
 
 </li>
 <li>
 
 Proven track record of developing and executing successful sourcing strategies that have resulted in cost savings and value creation.
 
 
 
 </li>
 <li>
 
 Strong negotiation, contract management, and supplier relationship management skills.
 
 
 
 </li>
 <li>
 
 Excellent analytical, problem-solving, and decision-making abilities.
 
 
 
 </li>
 <li>
 
 Proficiency in sourcing software, ERP systems, and data analysis tools.
 
 
 
 </li>
 <li>
 
 Excellent communication, interpersonal, and presentation skills.
 
 
 
 </li>
 <li>
 
 Ability to work independently and collaboratively in a fast-paced, dynamic environment.
 
 
 
 </li>
 <li>
 
 Strong ethical standards and commitment to integrity.
 
 
 
 
 
 
 
 Preferred Qualifications:
 
 
 
 
 </li>
 <li>
 
 Experience in NetSuite and Graphite
 
 
 
 </li>
 <li>
 
 Experience in technology (or related field) and GTM.
 
 
 
 </li>
 <li>
 
 Knowledge of lean principles and continuous improvement methodologies.
 
 
 
 
 
 </li>
 </ul>
 
 Additional Information
 
 
 
 
 At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.
 
 
 
</div>

Specialist - Strategic Sourcing

<div>
 
 Organizations everywhere struggle under the crushing costs and complexities of &ldquo;solutions&rdquo; that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.
 
 
 
 
 
 
 
 There&rsquo;s another option. Freshworks. With a fresh vision for how the world works.
 
 
 
 
 
 
 
 At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&amp;P Global, and Sony Music, trust Freshworks&rsquo; customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.
 
 
 
 
 Fresh vision. Real impact. Come build it with us.
 
 
 
 
 
 
 
 
 Job Description
 
 
 
 
 
 Overview
 
 
 
 At Freshworks, we design products that make complex workflows feel refreshingly simple. As a Staff Product Designer, you will define the product&rsquo;s design vision and strategy, translating user research and customer insights into elegant, intuitive experiences. You&rsquo;ll balance hands-on design work with influencing product direction, mentoring fellow designers, and advocating for user experience across the company. This role demands strategic thinking, deep craft expertise, and the ability to align stakeholders around impactful design solutions.
 
 
 
 
 Job Description
 
 
 
 <ul>
 <li>
 
 Define the design strategy and vision for the product, leveraging user research and customer experience and deliver a simple and intuitive experience, hands-on.
 
 
 
 </li>
 <li>
 
 Have extensive experience translating complex workflows into simple and intuitive design solutions.
 
 
 
 </li>
 <li>
 
 You influence product and engineering leadership to prioritize design problems and integrate solutions into the product roadmap.
 
 
 
 </li>
 <li>
 
 You communicate effectively with technical and non-technical stakeholders across all levels within the organization, showcasing strong storytelling skills.
 
 
 
 </li>
 <li>
 
 You mentor and coach designers to build a world-class design team, providing well-documented, actionable feedback on product and design.
 
 
 
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 
 Bachelor's degree in Design, Human-Computer Interaction, or a related field.
 
 
 
 </li>
 <li>
 
 8+ years of experience crafting enterprise and large-scale consumer SaaS products
 
 
 
 </li>
 <li>
 
 Gen AI, Agentic AI and conversational design experiences is a plus
 
 
 
 </li>
 <li>
 
 Proven ability to lead teams to successful outcomes through strong leadership and collaboration skills
 
 
 
 </li>
 <li>
 
 Skilled in facilitating cross-functional Design Thinking workshops, conducting qualitative and quantitative user research.
 
 
 
 </li>
 <li>
 
 Good understanding of design and product metrics
 
 
 
 </li>
 <li>
 
 Meticulous attention to details for comprehensive design reviews (interaction, visual design and UX copy)
 
 
 
 </li>
 <li>
 
 Ability to balance diverse perspectives of stakeholders while upholding core design principles.
 
 
 
 </li>
 <li>
 
 Passion for problem-solving, with a strong focus on delivering user-centric value through design initiatives with measurable outcomes.
 
 
 
 
 
 </li>
 </ul>
 
 Additional Information
 
 
 
 
 At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.
 
 
 
</div>

Staff Product Designer

Join Freshworks and explore 4   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Freshworks

ABOUT_COMPANY

Product Specialist

Director - Product Design (AI Experience)

Specialist - Strategic Sourcing

Staff Product Designer