Lead – Customer Support – BOTS Job Vacancy in Freshworks Chennai, Tamil Nadu – Updated today

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Company Name : Freshworks
Location : Chennai, Tamil Nadu
Position :

Job Description : Company Description
About Freshworks
Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. More than 50,000 companies – from startups to public companies – around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).
Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.
Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).
Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.
While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation. Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.
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 or 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, our communities and our business.

Job Description
The Bots Lead is responsible for moulding our automated support experience.
The ideal candidate should have a proven track record of building, transforming,
and maintaining bot systems to create business impact without compromising on
customer experience. They will be measured by delivering bot solutions that
resolve issues quickly without the need for assisted support.
Responsibilities –
1. Drive and own the end-to-end customer experience of the chatbot,
including the design, tone, content, flows and documentation.
2. Analyze the current state of workflows, identify areas of improvement, and
create solutions that meet measurable business goals and requirements.
3. Understand, build and drive best practices
4. Use customer & industry research to challenge and validate design
decisions in an ongoing development process that continuously evolves to
meet changing customer needs.
5. Define, track and report KPIs related to chatbot efficiency.
6. Hire, on-board, train, mentor and develop new a team of content writers to
help build and maintain the chatbot
7. Work closely with product teams to drive and improve product
functionality

Qualifications
Requirements –
1. Overall experience of 7+ years
2. 3+ years of experience managing chatbot implementations
3. Previous experience with chatbots and conversational AI
4. Strong cross-functional collaboration and communication skills
5. Previous experience in support and/or customer engagement functions
6. Highly driven individual with execution focus and a strong sense of
urgency
7. Sound analytical, organizational, and project management skills
Additional Information
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.

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