Lead - Business Systems Services

Company Description

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.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

Fresh vision. Real impact. Come build it with us.

Job Description

As a Lead – Business Systems Services, you will work at the intersection of AI, business processes, technology, and customer engagement. You will understand business challenges, identify opportunities for AI and automation, and work with technical teams to translate requirements into practical solutions. This is primarily a techno-functional and customer-facing role, emphasizing AI fundamentals, problem solving, and excellent communication skills, particularly during customer visits, workshops, and solution discussions.

Key Responsibilities

- AI & Automation: Identify opportunities to apply AI/GenAI and build or coordinate rapid POCs and automations for business use cases.

- Customer Engagement: Participate in customer visits, discovery sessions, workshops, and demos to understand requirements and recommend solutions.

- Requirements & Solutioning: Translate business requirements into functional requirements and high-level technical solutions.

- Process Improvement: Understand business and ITSM/ESM processes and identify opportunities for simplification, automation, and better user experiences.

- Integrations: Work with engineering and platform teams to enable integrations and workflows across enterprise applications.