Lead - Business Systems Services

Organizations everywhere struggle under the crushing costs and complexities of “solutions” 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’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&P Global, and Sony Music, trust Freshworks’ 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.

We are looking for a seasoned Techno-Functional Candidate with deep domain expertise in Customer Success / Customer Support. As a Lead – Business Systems Services, you will be responsible for bridging the gap between business needs and technical solutions. You will collaborate with cross-functional teams to design scalable solutions, ensure seamless tool adoption, and deliver high-impact outcomes in the CX domain.

Key Responsibilities

• Partner with CX business stakeholders to gather, understand, and document functional and technical requirements.

• Translate business needs into clear, actionable solution designs for product, engineering, and QA teams.

• Query, analyse, and interpret data to derive insights and inform strategic decisions.

• Work closely with developers and QA to validate and deploy solutions that meet stakeholder expectations.

• Lead or participate in requirement walkthroughs, sprint planning, and user acceptance testing (UAT).

• Create process maps, functional specifications, and data flow diagrams to support solution design.

• Configure CX applications (such as Freshdesk, Salesforce, or ServiceNow), create custom workflows, set up automations, and manage settings based on business needs.

• Design and implement integrations using webhooks, API calls, or third-party automation tools.

• Use tools like Postman to test APIs, validate payloads, troubleshoot errors, and support integrations.

• Drive continuous improvement initiatives across tools, workflows, and data pipelines.

• Maintain thorough documentation of all solutioning activities, configurations, and business decisions.

• Provide mentorship to junior team members and contribute to building a high-performance CX systems function.

• 7–10 years of experience in techno-functional roles supporting Customer Success / Support / CRM / ITSM domains.

• Strong business analysis and stakeholder engagement skills; proven ability to define and document functional specs.

• Proficiency in SQL for data querying, validation, and trend analysis.

• Hands-on experience with CX platforms such as Salesforce, Freshdesk, ServiceNow, Zendesk, etc.

• Ability to configure applications, build workflows, and manage custom automations to meet business requirements.

• Experience working with APIs and integrations, including the use of webhooks, custom scripts, or middleware tools.

• Proficiency in using Postman or similar tools for testing and validating REST APIs.

• Familiarity with Agile/Scrum methodologies and tools like JIRA, Confluence, or similar.

• Proven ability to create process flows, write BRDs/FRDs, and contribute to technical solution design.

• Excellent written and verbal communication; ability to influence stakeholders across business and IT.

Preferred Qualifications

• Exposure to AI/ML-powered CX solutions or analytics tools (e.g., dashboards, reporting).

• Understanding of data integration platforms and automation tools (e.g., Workato, Zapier).

• Background in process optimization or managing support improvement programs is a plus.

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.