Product Specialist

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

We’re looking for smart, driven, and customer-obsessed professionals to join our Customer Support team.

In this role, you will act as a trusted technical partner to our customers - owning issue resolution end-to-end and delivering an exceptional customer experience. You will provide dedicated, omnichannel support to high-value customers and leading brands, ensuring timely resolutions and strong customer satisfaction.

This is a high-ownership role that requires technical curiosity, empathy, structured problem-solving, and the ability to collaborate cross-functionally.

Responsibilities:

• Take complete ownership of customer-reported issues and drive resolution within defined SLAs.

• Diagnose and troubleshoot technical problems, identify root causes, and implement effective solutions or workarounds.

• Act as the voice of the customer while collaborating with internal Engineering, Product, and other cross-functional teams.