Specialist - Bots Strategy

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.

ABOUT THE ROLE

In this role, you’ll be the hands-on owner of how our AI assistant interacts, learns, and resolves user needs in EX. You’ll sit at the intersection of conversational design, data analytics, and product execution—taking full ownership of bot performance, intent fixes, and workflow configurations.

Key Responsibilities:

• Own the end-to-end AI experience for EX, including intent fixes, content development, workflow curation, and resolution outcomes.

• Create, consolidate, and refine Q&As; ensure accuracy, maintain persona & brand alignment.

• Convert Q&As into structured knowledge articles; collaborate with the Content Strategy team on external content publishing.

• Conduct independent conversation audits; diagnose content vs model issues; recommend measurable fixes.