As Vice President - Global Support Services at Freshworks, you lead our global support organization, serving a base of 80,000+ customers, driving technical excellence, and scaling the function through strategic planning and resource allocation. This role matters as it contributes significantly to the company's success, ensuring customer satisfaction and loyalty, which in turn fuels business growth and industry recognition. Based in our Chennai headquarters, you report to the VP of Global Customer Services, collaborating closely with cross-functional teams to align support strategies with business objectives. The impact and scope of this position are vast, influencing customer experience, retention, and ultimately, revenue expansion. With Freshworks' rapid growth and expansion, this role offers immense growth and advancement potential, providing opportunities to develop and implement innovative support solutions, mentor high-performing teams, and contribute to the company's continued success.

Your day-to-day activities involve driving strategic planning, service delivery, and talent management, leveraging your expertise in resource allocation, global account development, and technical expertise to optimize support operations. Key responsibilities include:

• Developing and executing global support strategies, aligning with business objectives and customer needs


• Building and managing high-performing teams, fostering a culture of excellence, and ensuring talent development and retention


• Collaborating with cross-functional teams, including sales, marketing, and product development, to ensure seamless customer experiences


• Analyzing customer feedback, industry trends, and support metrics to inform strategic decisions and drive continuous improvement


• Managing resource allocation, budgeting, and forecasting to ensure optimal support delivery and cost-effectiveness


• Identifying and developing strategic partnerships to enhance support capabilities and expand Freshworks' global reach


• Staying abreast of industry trends, emerging technologies, and best practices to maintain Freshworks' competitive edge. You utilize your technical and soft skills, including strategic planning, communication, and problem-solving, to navigate the complexities of global support services, working closely with your team and stakeholders to achieve shared goals.

By joining Freshworks as Vice President -