754 Freshdesk Jobs - Page 27

Job Title: Contact Centre Supervisor – IT & Industry Aligned Services Location: Chennai Position Type: Fulltime Experience: 8 – 12 Years Skillsets Required: Call Center Tools, Ticketing Platform, Contact Centre. Responsibilities: The Contact Center Supervisor is responsible for leading day-to-day voice and non-voice support operations with a focus on IT services across healthcare, fintech, and retail clients. The role ensures high service delivery standards, manages frontline teams, and enforces best practices to consistently meet SLAs and compliance standards. Supervise L1/L2 support agents handling customer queries, incident logging, and request fulfillment across multiple channels. Schedule and monitor shifts to ensure 24×7 coverage as per client needs. Ensure SLA adherence on response/resolution and customer experience benchmarks. Provide coaching and handle escalations to improve agent productivity and performance. Conduct regular floor audits and feedback sessions to ensure process compliance. Coordinate with IT, HR, and Compliance teams to maintain operational readiness. Drive weekly reporting, shift reviews, and team performance huddles. Required skills and qualifications: 8+ years of contact center operations experience, including 3+ years in supervisory roles. Proven delivery experience in IT-enabled customer service within healthcare, fintech, or retail domains. Familiarity with HIPAA, PCI-DSS, or retail compliance practices is highly desirable. Strong in managing ticketing platforms (ServiceNow, Zendesk, Freshdesk) and call center tools (Five9, Genesys, Avaya). Excellent communication, problem-solving, and people leadership skills.

About Workato Workato transforms technology complexity into business opportunity. As the leader in enterprise orchestration, Workato helps businesses globally streamline operations by connecting data, processes, applications, and experiences. Its AI-powered platform enables teams to navigate complex workflows in real-time, driving efficiency and agility. Trusted by a community of 400,000 global customers, Workato empowers organizations of every size to unlock new value and lead in today's fast-changing world. Learn how Workato helps businesses of all sizes achieve more at workato.com. Why join us? Ultimately, Workato believes in fostering a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles . We are driven by innovation and looking for team players who want to actively build our company. But, we also believe in balancing productivity with self-care . That's why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives. If this sounds right up your alley, please submit an application. We look forward to getting to know you! Also, feel free to check out why: Business Insider named us an "enterprise startup to bet your career on" Forbes' Cloud 100 recognized us as one of the top 100 private cloud companies in the world Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America Quartz ranked us the #1 best company for remote workers Responsibilities We are looking for an experienced AI Solutions Engineer to join our AI Solutions team, with a strong background in engineering and web development. In this role, you will be responsible for delivering a truly exceptional customer experience, as well as educating and supporting our customers on the AgentX Support product. This is a hands-on, highly technical role—much broader than a typical "click-and-configure" position. You will be directly responsible for helping customers integrate Workato into their products, build flows, diagnose and report issues, and serve as the bridge between our customers and our product teams. Our work begins the moment a customer decides to use AgentX Support, and we stay with them every step of the way to ensure they get the most value from our product. In this role, you will also be responsible to: Design and implement AI-powered customer support automation solutions that reduce resolution times and improve customer satisfaction Develop intelligent ticket routing and classification systems to ensure customer issues reach the right agent faster Build conversational AI agents capable of handling common customer inquiries without human intervention Create analytics dashboards to measure and optimize the effectiveness of support automation solutions Continuously monitor and enhance system performance to ensure efficiency, reliability, and scalability Take ownership of customer communications and issues from initiation to resolution, delivering an outstanding customer experience Use strong communication skills to explain technically complex ideas to non-technical audiences Collaborate with the Support team to ensure an exceptional customer experience by making the product as easy to use, reliable, bug-free, and responsive as possible Troubleshoot and debug complex issues, understanding both our own codebase and the diverse technologies used by customers Create and deliver custom product demonstrations to support the Sales team and other internal stakeholders Enhance internal processes and promote teamwide knowledge sharing by contributing to the internal knowledge base Play a key role throughout the product development lifecycle, from ideation to implementation Support the Product Manager in crafting technical and design specifications for new features and improvements Requirements Please note: In this role, you will be supporting the EMEA/US business hours from 2 pm to 11 pm IST! Qualifications / Experience / Technical Skills B.Tech/B.E. or higher in Computer Science, Artificial Intelligence, Machine Learning, or a related technical field 5+ years of relevant experience in the design, development, and implementation of AI-driven solutions Proven experience in AI engineering, with a strong focus on agent-based systems Strong knowledge of JavaScript, DOM manipulation, and browser developer tools for front-end automation Experience working with WebSockets for implementing real-time communication in support interfaces Ability to develop custom web scraping solutions to extract structured data from various sources Solid understanding of anti-scraping techniques and experience with HTML parsing libraries 2–3 years of hands-on coding experience in Python and/or JavaScript Experience with customer support platforms such as Zendesk, Intercom, Freshdesk, or ServiceNow Demonstrated success implementing conversational AI for customer-facing applications Strong understanding of intent classification and entity extraction techniques for support queries Experience with support ticket analytics and automated response systems Familiarity with omnichannel support integration (chat, email, voice, social media) Understanding of key customer support metrics (CSAT, NPS, First Contact Resolution) and strategies to optimize them through automation Soft Skills / Personal Characteristics Strong collaboration skills, ability to adapt to a dynamic start-up environment, with a passion for making an impact Strong critical thinking, analytical skills, with an entrepreneurial and proactive mindset Ability to effectively prioritize tasks and manage time, even under high-pressure situations Strong written and oral communication skills in English, with the ability to convey complex technical concepts effectively to a non-technical audience Fast learner who can independently conduct extensive research, and synthesize ideas, information and options quickly Be proactive about solving problems and be ready to take on additional initiatives and responsibilities as they emerge To stand out in the hiring process, please take the time to respond to the Job Application Questions below with concise yet informative answers. All submissions are personally reviewed by the Hiring Team, not evaluated by AI.

Job Overview: We are seeking a dedicated and customer-centric individual to join our growing team as a Technical Support Engineer. In this role, you will be the first point of contact for our users, providing outstanding support, solving problems, and ensuring a seamless experience with our products. Your goal is to assist customers effectively and help improve our overall service offerings. Key Responsibilities: Customer Interaction: Respond to customer inquiries via email, phone in a timely and professional manner. Issue Resolution: Troubleshoot technical issues and provide clear, actionable solutions to resolve customer concerns. Product Knowledge: Develop an in-depth understanding of our products and services to effectively address customer needs. Documentation & Reporting: Maintain detailed records of customer interactions, issues, and feedback using our CRM or ticketing system. Feedback Collection: Collect customer feedback and report trends or recurring issues to the product and development teams for improvements. Customer Education: Assist customers in understanding and utilizing product features through guides, FAQs, and product tutorials. Collaboration: Work closely with cross-functional teams, including engineering, sales, and product management, to ensure a seamless experience for customers. Customer Satisfaction: Help ensure high levels of customer satisfaction by providing friendly, efficient, and professional support. Requirements: Previous experience in a customer support role, preferably in a tech or product-based company.(0-1yr) Excellent written and verbal communication skills. Strong problem-solving and troubleshooting abilities. Ability to work in a fast-paced, dynamic environment and handle multiple customer inquiries simultaneously. A passion for providing outstanding customer service and helping people. Comfortable using customer support tools like Zendesk, Freshdesk, or other CRM systems. Tech-savvy with a good understanding of digital products or software. Empathy and patience, with the ability to remain calm and composed in stressful situations. A proactive mindset with the ability to anticipate customer needs and act quickly. Preferred Qualifications: Experience in a startup or product-based company.(0-1yr) Familiarity with our products and services. Technical knowledge or experience with troubleshooting software or hardware products. Knowledge of a second language (optional but a plus). Interested candidates can share their resume at hr@spoors.in Show more Show less

What You'll Do We are looking for a motivated and strategic Senior Manager – Quality Operations to lead our quality assurance programs across customer-facing operations. You will be pivotal in driving Continuous Improvement (CI) , optimizing audit programs, and enhancing through data, insights and collaboration. You lead with insight, think in systems, and act on data—transforming complexity into clarity and action who excels at optimizing complex processes, building teams, and driving continuous improvement through evidence-based decision-making. You will report to the Director of Quality and Data What Your Responsibilities Will Be Quality StrategyDesign, manage quality frameworks across multiple departments (e.g., Notice Management, Case Management, Transactions). Lead the development of scorecards, sampling methodologies, and audit processes to improve process consistency and customer satisfaction. Continuous Improvement (CI)Champion CI culture by identifying causes, process inefficiencies, and improvement opportunities. Facilitate Lean/Six Sigma-inspired projects to lead measurable gains in quality and operational efficiency. Build capability across teams by promoting CI methodologies into daily operations. People LeadershipMentor a team of data-centric quality professionals, encouraging a culture of analytical rigor, learning, and new ideas through coaching, and strategic recognition. Build team accountability and engagement through clear goals, performance metrics, and regular feedback loops. Stakeholder Management & CollaborationCollaborate with Ops, Compliance, Automation, Data, and Support teams to align QA goals and guide shared outcomes. Provide guidance to leadership on process improvements, audit insights, and customer pain point resolution. Insights & GovernanceDeliver relevant insights from quality audits and customer feedback to inform process, product, and training strategies. Ensure adherence to compliance standards and risk mitigation through proactive QA practices. What You’ll Need To Be Successful Qualifications 10+ years of experience in Quality, Operations, or Process Excellence roles Proven track record in driving data-informed quality improvements, with practical application of methodologies like Lean and Six Sigma to enhance operational processes. People management experience, including team building and cross-functional leadership Proficiency with QA tools and platforms (Salesforce, Freshdesk) and data tools (Excel, Tableau, Power BI) Required Skills Continuous Improvement & Problem Solving Leadership & Team Development Develop data-driven strategies that align quality projects with broader goals. Operational & Risk Awareness Partner Influence & Collaboration Data-Driven Decision-making How We’ll Take Care Of You Total Rewards In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses. Health & Wellness Benefits vary by location but generally include private medical, life, and disability insurance. Inclusive culture and diversity Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship. What You Need To Know About Avalara We’re Avalara. We’re defining the relationship between tax and tech. We’ve already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year, and this year we became a billion-dollar business . Our growth is real, and we’re not slowing down until we’ve achieved our mission - to be part of every transaction in the world. We’re bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we’ve designed, that empowers our people to win. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them. We’ve been different from day one. Join us, and your career will be too. We’re An Equal Opportunity Employer Supporting diversity and inclusion is a cornerstone of our company — we don’t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know. Show more Show less

Job Description: Are you a natural problem-solver with a passion for customer satisfaction and a deep understanding of airline material management & supply chain logistics? Do you enjoy collaborating with diverse, cross-functional teams to resolve complex issues and drive continuous improvements? If you're someone who’s excited by the opportunity to make a real impact on customer satisfaction and operational success, we want to hear from you! Job Summary: As the regional Material Support Manager for the South Asia region, your primary responsibility will be to ensure regional customer satisfaction by acting as a business enabler. You will resolve complex customer issues autonomously by identifying key stakeholders within the network and providing tailored solutions to meet customer material and logistics needs. Collaborating closely with multiple cross-functional teams, you will help to uncover customer pain points, gather valuable feedback during customer visits as well as through other customer facing teams. In this role, you will manage regional action plans, drive key initiatives, and support the formal Customer Satisfaction Improvement Program (CSIP) to continuously enhance the overall customer experience. You are a part of the team that offers invaluable material support to our customers from various sites across the globe - China (Beijing), Singapore, UAE (Dubai), Denmark (Copenhagen), Germany (Hamburg) and the United States of America (Dulles, Miami and Atlanta). Primary Responsibilities: Provide regional material support for complex, systemic issues impacting customer satisfaction. Offer reliable material and logistics support solutions to the assigned customer accounts and the regional Satair sales force, addressing time-critical, politically sensitive, and technically complex matters. Lead collaboration with internal business units to improve delivery performance, ensure process alignment in driving continuous improvements and facilitate customer satisfaction. Analyze and isolate supply chain problems and safety related issues using the Airbus' legacy and Satair systems for root cause elimination with process owners and functional experts Ensure timely resolution of customer cases and complaints raised via Salesforce, acting as a business line representative of Satair Material & Logistics division in consultation with internal teams. Steering Regional CSIP Activities as a Functional Representative: Facilitate the contact collection campaign and support the CSIP Material & Logistics Module rollout as part of regional and global survey management Co-develop regional and account-level action plans with proximity teams, ensuring communication and alignment with customer satisfaction initiatives from the region Participate in customer visits, accompanying Account Directors or Customer Support Directors, when required, to address material support and satisfaction issues Maintain strong relationships with Airbus Customer Services, including Field Service and Customer Support Directors, to stay updated on key initiatives Manage expectations of customers about applicable policies and contract standards by educating them appropriately when needed Additional Responsibilities: Represent Satair at industry events, both regional and global, when necessary. Provision training to Satair customers on support-focused topics when required Perform other duties as assigned Qualified Experience and Training: Education: Required: Degree in Economics, Aeronautical Engineering, Supply Chain Management and/or Engineering / Industrial Engineering Experience: Required: 5+ years relevant work experience in aviation material supply chain and/or aircraft maintenance planning or airline procurement Desirable: Experience working with Airbus operators, in customer material & logistics support within after-sales, or aircraft production processes is a plus Travel Required: This role requires frequent regional travel for business, including customer meetings and collaborating with internal stakeholders. Qualified Skills & Demonstrated Capabilities: Required: Strong interest in solving challenges within aviation after-sales supply chain logistics. Exceptional interpersonal skills with proven ability to work effectively in a team environment Ability to organize and manage project tasks, driving regional CSIP improvements to meet desired targets Strong decision-making abilities, resulting in innovative, creative, efficient and effective solutions for customers and internal stakeholders Good knowledge of SAP (AP1 and/ or RPR modules) and Google applications. Familiarity with modern communication technologies, social media, and digital tools. Desirable: Familiarity with tools such as Salesforce and/ or Freshdesk, besides Airbus World applications, would be an advantage Knowledge of the Airbus and Satair organizational set up and commercially sound judgment skills are valued Communication Skills: Required: Fluency in English is mandatory (other languages are a plus). Ability to articulate complex technical issues to both customers and internal stakeholders, adjusting communication based on the audience. Excellent negotiation and presentation skills, with the ability to influence senior managers in commercially sensitive situations. Customer-focused, diplomatic approach, with a willingness to travel . This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth. This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth. Company: Airbus India Private Limited Employment Type: Permanent------- Experience Level: Professional Job Family: Customer Account and Service Management By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief. Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com . At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking. Show more Show less

Overview CACTUS is a remote-first organization and we embrace an accelerate from anywhere culture. You may be required to travel to our Mumbai office based on business requirements or for company/team events. We’re seeking a dynamic and results-driven Senior Associate - Account Manager to lead and grow strategic partnerships with global academic publishers. In this client-facing role, you’ll manage high-impact accounts, drive business growth through relationship management, and ensure service excellence across marketing and project delivery. If you have a strong background in account management, publishing, data analytics, and client engagement, and are passionate about shaping the future of scholarly communications, this is the opportunity for you. Responsibilities Lead the development and nurturing of new and existing key publisher accounts. Successfully orchestrate the launch of impactful partnerships with publishers. Take ownership of key publisher accounts, ensuring their continued growth through product optimization ideas and marketing outreach. Efficiently project manage key accounts, ensuring seamless service delivery. Assist clients in the effective product and marketing implementation of services and strategic project planning. Address customer queries promptly and efficiently, maintaining a high level of client satisfaction. Demonstrate agility and an adaptable working spirit, collaborating seamlessly with cross-functional teams. Work closely with the leadership team to strategize service enhancements and successful launches. Develop and manage data systems, reporting mechanisms, dashboards, and performance metrics on systems like Tableau, Power BI, Google Analytics and Freshdesk. Provide insights and analytics that contribute to key business decisions and growth strategies on a regular basis. Qualifications And Prerequisites Account growth experience of 3 years, preferably in academia or publishing. Experience with tools like Tableau, Power BI, Google Analytics and Excel. Sharp business acumen with a proven problem-solving aptitude. A customer-friendly approach that aligns with our commitment to exceptional client service. Strong prioritization system & identify needle-movers from hygiene tasks. Application Process Before applying, please ensure you meet the role requirements listed above and have legal authorization to work in the country where this role is advertised. Our selection process typically involves an initial screening by a recruiter, a technical assessment, and two to three interview rounds. For this role, the selection process will include a 30-minute conversation with the Senior Manager, followed by an assignment round. Once the assignment is submitted, there will be a 30-minute catch-up discussion to review your work. The final step will be an HR discussion. All interviews will be conducted virtually using MS Teams. Equal Opportunity Our hiring practices reflect our commitment to providing equal opportunities and creating an environment where everyone can thrive, develop, and succeed. We celebrate the uniqueness of our team members and prohibit discrimination of any kind, based on race, color, religion, gender identity, sexual orientation, age, marital status, disability, or any other protected characteristic. Accelerating from Anywhere As a remote-first organization, these are essential attributes we look for in all our candidates. Taking ownership of your work with minimal supervision, showing strong ability to organize, prioritize and deliver results independently. Documenting work that brings everyone on the same page. Maturity to choose between synchronous and asynchronous collaboration. Effectively collaborating with colleagues across different time zones by setting dedicated hours for collaboration and keeping team members updated through your MS Teams status. About CACTUS At Cactus Communications, we break barriers between science and researchers. We are a science communication and technology company. We specialize in AI products and solutions that improve how research gets funded, published, communicated, and discovered. At CACTUS, we champion an "accelerate from anywhere" culture that fuels our high-performance mindset. Flexibility isn't just a benefit—it’s the cornerstone of our productivity. By empowering our teams to work when and where they thrive best, we ensure innovation, drive, and excellence remain at the heart of everything we do. Together we, Power research. Empower people . Show more Show less

Tech Support Manager About Graphy Graphy is a leading Creator SaaS Platform that empowers creators to build and scale their knowledge businesses online. Job Overview We are looking for a passionate Customer Support Manager to lead our support team and ensure exceptional service to our creators. In this role, you'll manage a team of 3-5 support specialists while establishing best practices and processes to continuously improve our customer experience. Key Responsibilities • Lead and manage a team of 3-5 Customer Support Representatives • Monitor team performance and provide coaching, training, and guidance • Establish and implement customer service policies, procedures, and standards • Analyze customer feedback and support metrics to identify areas for improvement • Collaborate with Product and Engineering teams to address customer issues • Handle escalated customer queries and complex support cases • Maintain comprehensive knowledge of Graphy's platform and features • Create and update support documentation and resources • Train and optimize AI support bots for the help center • Set up and maintain automated support workflows Requirements • 4+ years of experience in customer support, with experience in managing teams • Experience working with SaaS products, creator economy, or B2B Marketplaces • Strong problem-solving skills and ability to handle challenging situations • Excellent verbal and written communication skills • Detail-oriented with a focus on process improvement • Ability to analyze data and generate actionable insights • Experience with customer support software and tools • Proficiency in building and training AI chatbots on help center platforms • Experience with Freshdesk bot development and familiarity with Freshworks suite • Knowledge of AI training methodologies for customer support automation Work Schedule • Monday to Saturday: 11:00 AM to 8:00 PM • Work location: Bangalore office (in-office role) What We Offer • Opportunity to work with a fast-growing creator economy platform • Collaborative work environment • Career growth opportunities • Competitive compensation package •Professional development support How to Apply Please submit your resume and a cover letter explaining why you're the perfect fit for this role at Graphy. Show more Show less

About The Role At TalentPop , we’re not your average CX agency—we’re one of the fastest-growing forces in the eCommerce space, proudly supporting over 600 leading brands like CorePower Yoga, Beyond Meat, and Jaxxon. We help our clients deliver world-class customer experiences by connecting them with top-tier customer service talent from across the globe. With 600%+ growth in just the last year, we’re continuing to expand—and we’re looking for driven, customer-obsessed individuals to join our team. As a Customer Service Agent at TalentPop, you’ll play a critical role in delivering solutions that make a lasting impact. If you're committed to helping others, love problem-solving, and want to grow your career in a supportive, remote-first environment, this is your chance to join a team that's changing the game in eCommerce customer service. What You'll Do Represent and embody your client’s brand voice through email, live chat, and/or phone support Respond to customer inquiries with empathy and solution-oriented thinking Work independently and manage time effectively in a remote setup Communicate proactively with clients, teammates, and managers via Slack and email Identify opportunities for CX improvements and share actionable feedback with clients Attend check-ins and team syncs to stay aligned and supported What Makes You a Great Fit You’re a team player who’s proactive, coachable, and ready to grow You bring a genuine passion for helping others and solving problems You’re highly dependable and thrive in fast-paced, remote environments You show up each day with curiosity, accountability, and ownership You’re open to feedback and dedicated to continuous improvement You go the extra mile to create exceptional experiences—for both clients and their customers What You Bring Required: Minimum 1 year of customer service experience Required: A reliable laptop or desktop (minimum i5 processor or equivalent, 8GB RAM) Required: Internet speed of at least 20 Mbps (LAN connection) and a backup internet source Excellent written and verbal communication skills Strong problem-solving and critical thinking abilities Familiarity with Shopify, Amazon, or BigCommerce is a plus Experience with platforms like Gorgias, Zendesk, Freshdesk, or Intercom is a bonus Comfortable using Zoom, Slack, and Google Workspace for daily communication Prior experience with phone, email, chat, or SMS support is highly valued Why TalentPop Annual performance-based salary increases Project-based bonuses Paid time off Health and dental coverage, or a health stipend depending on your location Fully remote work setup Opportunities for long-term growth within a rapidly scaling agency Ready to join one of the top customer experience teams in eCommerce? Apply now and let’s build something great together at TalentPop. Show more Show less

About Workato Workato transforms technology complexity into business opportunity. As the leader in enterprise orchestration, Workato helps businesses globally streamline operations by connecting data, processes, applications, and experiences. Its AI-powered platform enables teams to navigate complex workflows in real-time, driving efficiency and agility. Trusted by a community of 400,000 global customers, Workato empowers organizations of every size to unlock new value and lead in today's fast-changing world. Learn how Workato helps businesses of all sizes achieve more at workato.com. Why join us? Ultimately, Workato believes in fostering a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles . We are driven by innovation and looking for team players who want to actively build our company. But, we also believe in balancing productivity with self-care . That's why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives. If this sounds right up your alley, please submit an application. We look forward to getting to know you! Also, feel free to check out why: Business Insider named us an "enterprise startup to bet your career on" Forbes' Cloud 100 recognized us as one of the top 100 private cloud companies in the world Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America Quartz ranked us the #1 best company for remote workers Responsibilities We are looking for an experienced AI Solutions Engineer to join our AI Solutions team, with a strong background in engineering and web development. In this role, you will be responsible for delivering a truly exceptional customer experience, as well as educating and supporting our customers on the AgentX Support product. This is a hands-on, highly technical role—much broader than a typical "click-and-configure" position. You will be directly responsible for helping customers integrate Workato into their products, build flows, diagnose and report issues, and serve as the bridge between our customers and our product teams. Our work begins the moment a customer decides to use AgentX Support, and we stay with them every step of the way to ensure they get the most value from our product. In this role, you will also be responsible to: Design and implement AI-powered customer support automation solutions that reduce resolution times and improve customer satisfaction Develop intelligent ticket routing and classification systems to ensure customer issues reach the right agent faster Build conversational AI agents capable of handling common customer inquiries without human intervention Create analytics dashboards to measure and optimize the effectiveness of support automation solutions Continuously monitor and enhance system performance to ensure efficiency, reliability, and scalability Take ownership of customer communications and issues from initiation to resolution, delivering an outstanding customer experience Use strong communication skills to explain technically complex ideas to non-technical audiences Collaborate with the Support team to ensure an exceptional customer experience by making the product as easy to use, reliable, bug-free, and responsive as possible Troubleshoot and debug complex issues, understanding both our own codebase and the diverse technologies used by customers Create and deliver custom product demonstrations to support the Sales team and other internal stakeholders Enhance internal processes and promote teamwide knowledge sharing by contributing to the internal knowledge base Play a key role throughout the product development lifecycle, from ideation to implementation Support the Product Manager in crafting technical and design specifications for new features and improvements Requirements Please note: In this role, you will be supporting the EMEA/US business hours from 2 pm to 11 pm IST! Qualifications / Experience / Technical Skills B.Tech/B.E. or higher in Computer Science, Artificial Intelligence, Machine Learning, or a related technical field 5+ years of relevant experience in the design, development, and implementation of AI-driven solutions Proven experience in AI engineering, with a strong focus on agent-based systems Strong knowledge of JavaScript, DOM manipulation, and browser developer tools for front-end automation Experience working with WebSockets for implementing real-time communication in support interfaces Ability to develop custom web scraping solutions to extract structured data from various sources Solid understanding of anti-scraping techniques and experience with HTML parsing libraries 2–3 years of hands-on coding experience in Python and/or JavaScript Experience with customer support platforms such as Zendesk, Intercom, Freshdesk, or ServiceNow Demonstrated success implementing conversational AI for customer-facing applications Strong understanding of intent classification and entity extraction techniques for support queries Experience with support ticket analytics and automated response systems Familiarity with omnichannel support integration (chat, email, voice, social media) Understanding of key customer support metrics (CSAT, NPS, First Contact Resolution) and strategies to optimize them through automation Soft Skills / Personal Characteristics Strong collaboration skills, ability to adapt to a dynamic start-up environment, with a passion for making an impact Strong critical thinking, analytical skills, with an entrepreneurial and proactive mindset Ability to effectively prioritize tasks and manage time, even under high-pressure situations Strong written and oral communication skills in English, with the ability to convey complex technical concepts effectively to a non-technical audience Fast learner who can independently conduct extensive research, and synthesize ideas, information and options quickly Be proactive about solving problems and be ready to take on additional initiatives and responsibilities as they emerge To stand out in the hiring process, please take the time to respond to the Job Application Questions below with concise yet informative answers. All submissions are personally reviewed by the Hiring Team, not evaluated by AI. Show more Show less

Skill required: User-Generated Content Moderation - Content Moderation Designation: Trust & Safety Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com What would you do? Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, any role supporting content moderation needs strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accenture’s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being. Call Centre Experience: ? 2-3 years of customer support experience via phone, email, and chat ? Experience working with direct consumers, in B2C environment; B2B is a distinct advantage ? Strong communication skills with a proactive and positive approach to tasks ? High attention to details and follow through ? An effective team player who is able to also work independently ? Proven ability to deal with problems and solve them effectively ? Professional customer service skills: solutions mindset, helping nature, passion for the customer and the customer experience ? Robust multitasking skills (e.g. able to log calls and interact with the customer simultaneously) ? Online advertising experience is a huge plus and preferred Job Summary: As a voice Support Agent, you will be responsible for providing high-quality, real-time customer service via voice. You will address customer queries, resolve issues, and provide necessary information to ensure customer satisfaction. The ideal candidate will have excellent communication skills, a strong problem-solving ability, and the capability to handle conversations efficiently. What are we looking for? Key Responsibilities: 1. Customer Interaction: o Provide support to customers via live chat on various platforms. o Respond to customer inquiries in a professional and timely manner. o Assist customers in troubleshooting technical issues, placing orders, providing product information, and resolving any concerns. 2. Issue Resolution: o Identify and resolve customer issues and complaints effectively. o Escalate unresolved issues to higher-level support teams when necessary. o Maintain a calm, positive, and helpful attitude with all customer interactions. 3. Product and Service Knowledge: o Stay updated with the latest product/service features, company policies, and troubleshooting steps to provide accurate information. o Provide clear and concise explanations to customers regarding products, services, or policies. 4. Chat Handling: o Manage multiple customer chats simultaneously while maintaining a high level of customer service. o Ensure that chat responses are efficient, clear, and accurate. o Meet performance metrics for response time, resolution time, and customer satisfaction. 5. Documentation: o Document customer interactions accurately in the system. o Log all inquiries, complaints, and solutions provided for future referenc Maintain detailed records of customer issues and feedback for quality and training purposes. 6. Collaboration: o Work closely with other team members and departments to ensure seamless service delivery. o Share feedback, best practices, and insights with the team leader to improve overall team performance. 7. Quality Assurance: o Maintain high levels of professionalism and ensure that all interactions align with company standards and policies. o Participate in regular training sessions to improve skills and knowledge. ________________________________________ Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Skills and Qualifications: Skills required Communication Skills Criteria: Written communication proficiency Filter Parameters: Grammar and clarity in writing: Candidates will undergo a written test to assess their ability to respond to mock customer queries. Tone and empathy: The ability to deliver customer-friendly, empathetic responses Technical Knowledge (Preferred- not mandatory) Criteria: Understanding of online payment systems and CRM tools Filter Parameters: Familiarity with payment systems: Basic knowledge of payment gateways, billing processes, and common financial queries. CRM and chat support software: Proficiency in customer management tools (e.g., Zendesk, Freshdesk). Strong Critical thinking and Problem-Solving Ability Criteria: Ability to handle complex customer queries Filter Parameters: Problem-solving test: Candidates will be given hypothetical chat scenarios involving complex payment inquiries. Handling escalations: Experience in resolving escalated or sensitive issues. Performance Under demanding situations Criteria: Ability to manage multiple chats/ difficult calls and meet KPIs Filter Parameters: Simultaneous chat handling: Experience managing multiple chats in a high-volume environment. KPI performance: Past performance metrics (response time, resolution rate, customer satisfaction scores). Customer-Centric Mindset Criteria: Empathy and focus on customer satisfaction Filter Parameters: Test scenario: How well the candidate prioritizes customer experience in their chat test responses 6 Adaptability and Learning Criteria: Willingness to learn and adapt Any Graduation Show more Show less

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. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. Job Description Job Description We are seeking a highly skilled and experienced Senior Business Analyst to join our dynamic Field Revenue Operations team. In this pivotal role, you will leverage your analytical prowess to drive strategic initiatives and optimize operational efficiencies across the Field Sales organization. As a Senior Business Analyst, you will serve as a key liaison between various stakeholders, ensuring that business needs are accurately captured and translated into actionable solutions. You will play a critical role in the development and implementation of data-driven strategies that align with our organizational goals. Roles & Responsibilities: Collaborate across the North Americas GTM organization to gather insights, data analysis, and reporting on key performance metrics, highlighting risks, opportunities and growth drivers Develop and implement regular reporting of key pipeline and revenue performance metrics including forecasting, funnel analysis and pipeline management Communicate findings to senior global stakeholders across multiple lines of business/time zones by establishing clear communication channels. Present results of data analyses in clear and concise manner as appropriate using data visualization, dashboards and presentations Focus on high-priority sales initiatives, including business process architecture, org structure, goal/quota setting, sales incentive design, market segmentation, and strategic planning. Operate autonomously within the team, driving informed decisions with accountability; contributing effectively to the team's overall goals Create, maintain, and present documentation, including: SOPs, rules of engagement, and process workflows to ensure adherence to internal policies Proactively define and execute projects spanning systems, data management, and business process automation to improve operational efficiency, reduce errors, and minimize wasted cycles Qualifications Ecperience: 3–6 years of experience in business analysis, revenue operations, or sales/marketing ops MBA from a top-tier college or a bachelor’s degree from a top-tier university with highly relevant work experience Hands-on experience in supporting go-to-market (GTM) teams or business teams Experience in data-driven decision-making and performance tracking Exposure to B2B SaaS or tech industry (preferred) Familiarity with lead routing, quota setting, or compensation tracking (a plus) Experience working in fast-paced or scaling environment Additional Information Key Skills Strong data background with skills to effectively collect, analyze, interpret, and leverage data to drive decision-making Track record of developing and managing complex data projects with multiple stakeholders successfully Proficiency in Excel/Google Sheets, SQL, and BI tools (e.g., Tableau, Looker, Power BI) Strong communication and stakeholder management skills across multiple levels Good understanding of CRM systems (like Salesforce or HubSpot) is preferred Familiarity with marketing automation tools (e.g., Marketo, Pardot) Ability to design and improve business processes Experience with data modeling, dashboards, and reporting Basic understanding of revenue metrics (e.g., pipeline, churn, CLTV, CAC) Knowledge of lead management and sales funnel optimization Ability to work cross-functionally (Sales, Marketing, Customer Success) 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. Show more Show less

Experience: 2+ years in leading teams in e-commerce or customer support environments Function: Customer Experience / Customer Success About the Role - Were looking for a passionate and execution-focused Team Lead to join our UCJ (Unified Customer Journey) team This role is crucial in ensuring a seamless customer experience from the first interaction to resolution, across support and success channels Youll be responsible for guiding a team of Super Companions (PRMs), optimizing their performance, and ensuring every customer touchpoint is empathetic, timely, and solution-driven. Key Responsibilities - Team Management: Lead and coach a team of UCJ Super Companions focused on call/chat interactions with customers. Performance Monitoring: Track daily KPIs including First Response Time, Talk Time, Transfers to Vets, and CSAT scores Conduct RCA for dips in performance. Customer Journey Oversight: Ensure customer transitions across touchpoints (support to vet to resolution) are seamless and aligned with UCJ goals. Process Improvement: Identify workflow gaps and execute improvements to enhance customer delight and team efficiency. Training & Upskilling: Regularly train and upskill team members on empathy, issue resolution, and understanding pet parent needs. Escalation Handling: Manage escalated cases and ensure timely and satisfactory closures with internal stakeholders. Reporting: Maintain dashboards, update leadership with actionable insights, and manage shift rosters, coverage, and productivity metrics. Requirements- 2+ years of experience leading customer support or success teams in an e-commerce or D2C environment. Proven experience in handling customer escalations and driving resolution excellence. Strong understanding of the e-commerce customer journey from acquisition to post-sale support. Ability to manage SLAs and performance metrics while maintaining empathy and a customer-first approach. Comfortable working in a fast-paced, agile environment with shifting priorities. Excellent communication skills (verbal and written). Good to Have- Experience with CRM tools like Freshdesk, Zendesk, or similar Exposure to pet care, D2C wellness, or healthtech domains. Strong analytical mindset to draw insights from support data.

Colab91 is looking for Solution Consultants to join our team. In this role, you will be responsible for configuring, maintaining, and supporting the Basware application to start, expanding into other S2P SaaS solution. You will leverage your deep technical expertise in Basware AP (formerly P2P) and AnyERP to implement solutions based on design documents and resolve technical support issues efficiently. This role requires hands-on experience in Basware system administration, configuration, and troubleshooting to ensure seamless functionality and client satisfaction. Responsibilities Perform system configurations and updates in Basware AP and AnyERP to align with client design specifications. Review and interpret design documents, translating business requirements into technical system changes. Resolve support tickets by diagnosing and troubleshooting Basware-related issues in a timely manner. Collaborate with internal teams and clients to assess system performance and recommend optimizations. Assist with new releases, testing, and validation to ensure system stability. Document configuration changes, issue resolutions, and best practices to support knowledge sharing. Provide technical support and user guidance for Basware functionalities. Work closely with clients and internal teams to ensure timely and effective resolution of system-related challenges. Become an expert in multiple S2P solutions to help align business needs, industry best practices and solution capabilities. Qualifications A bachelor's degree. 6+ years’ experience in procurement, finance and/or SaaS implementations. 5+ years' hands-on experience implementing and supporting Basware AP (formerly P2P). Strong technical knowledge of Basware AnyERP integration. Proven experience configuring and maintaining Basware solutions based on design documentation. Client-facing consulting experience, specifically with AP automation projects Ability to troubleshoot system issues, analyze logs, and recommend solutions. Experience in handling support tickets and working within a ticketing solution (e.g. Freshdesk, Jira) Strong analytical and problem-solving skills, with attention to detail. Excellent written and verbal communication skills to explain technical concepts to non-technical stakeholders. The ability to provide structured and creative analysis to identify performance improvement opportunities Show more Show less

Experience: 12 years in leading teams in e-commerce or customer support environments Function: Customer Experience / Customer Support / Customer Success About the role Were looking for a passionate and execution-focused Team Lead to join our UCJ (Unified Customer Journey) team This role is crucial in ensuring a seamless customer experience from the first interaction to resolution, across support and success channels Youll be responsible for guiding a team of Super Companions (PRMs), optimizing their performance, and ensuring every customer touchpoint is empathetic, timely, and solution-driven. Key Responsibilities Team Management: Lead and coach a team of UCJ Super Companions focused on call/chat/email interactions with customers. Performance Monitoring: Track daily KPIs including First Response Time, Talk Time, Transfers to Vets, and CSAT scores Conduct RCA for dips in performance. Customer Journey Oversight: Ensure customer transitions across touchpoints (support to vet to resolution) are seamless and aligned with UCJ goals. Process Improvement: Identify workflow gaps and execute improvements to enhance customer delight and team efficiency. Training & Upskilling: Regularly train and upskill team members on empathy, issue resolution, and understanding pet parent needs. Escalation Handling: Manage escalated cases and ensure timely and satisfactory closures with internal stakeholders. Reporting: Maintain dashboards, update leadership with actionable insights, and manage shift rosters, coverage, and productivity metrics. Requirement 12 years of experience leading customer support or success teams in an e-commerce or D2C environment. Proven experience in handling customer escalations and driving resolution excellence. Strong understanding of the e-commerce customer journey from acquisition to post-sale support. Ability to manage SLAs and performance metrics while maintaining empathy and a customer-first approach. Comfortable working in a fast-paced, agile environment with shifting priorities. Excellent communication skills (verbal and written). Good to have Experience with CRM tools like Freshdesk, Zendesk, or similar. Exposure to pet care, D2C wellness, or healthtech domains. Strong analytical mindset to draw insights from support data.

JOB SUMMARY We're looking for a customer service executive who will help customers with queries and issues before and after sales. Customers will be both B2B and B2C, in India, UK and around the world. Keeping customers happy is at the center of our company and so you will play a vital role in the future of the company. RESPONSIBILITIES • Respond to customer inquiries via phone, email, and/or chat in a timely and professional manner • Provide accurate information about our products • Liaise with production and customers to provide accurate delivery information • Collaborate effectively with team members to ensure seamless customer support SKILLS REQUIRED • Excellent verbal and written communication skills in English • Basic computer proficiency, including familiarity with Google/Microsoft office suites • Ability to empathize with customers and provide calm, clear solutions • Prior experience in a customer-facing role is a plus • Familiarity with FreshDesk and other basic productivity software is a bonus • Willing to learn BENEFITS • LOCATION: Delhi/NCR • OFFICE TIMINGS: 6 day work week • JOB TYPES: Full-time • SALARY: ₹35,000 - ₹50,000 for full time role Show more Show less

Experience : 1.00 + years Salary : INR 74074-81481 / month (based on experience) Expected Notice Period : 30 Days Shift : (GMT+05:30) Asia/Kolkata (IST) Opportunity Type : Office (Gurugram) Placement Type : Full Time Contract for 6 Months(40 hrs a week/160 hrs a month) (*Note: This is a requirement for one of Uplers' client - NimbusPost) What do you need for this opportunity? Must have skills required: AWS, NO SQL, RabbitMQ, SQL, Kafka, Python NimbusPost is Looking for: Requirements: Any graduate with a strong technical aptitude. 1+ year of experience in technical support or application support roles, preferably in client-facing environments. Excellent verbal and written communication skills, with the ability to clearly articulate technical concepts to non-technical stakeholders. Proficient in Python, with the ability to quickly write and modify scripts for debugging or automation. Knowledge of MySQL, MongoDB, and DynamoDB for data validation and troubleshooting. Knowledge of RabbitMQ and Kafka for understanding and debugging event-driven workflows. Good understanding of AWS cloud services relevant to application support and monitoring. Tools & Platforms: Hands-on experience with ticketing systems like JIRA or Freshdesk. Familiarity with API testing tools such as Postman for request-response analysis. Ability to monitor and interpret system logs to identify and address issues proactively. Strong analytical and logical thinking to investigate, replicate, and resolve client-reported issues. Capability to prioritize and manage multiple open cases in a fast-paced, dynamic environment. Exposure to E-commerce or logistics platforms and an understanding of associated workflows and operational processes. Responsibilities: Deliver high-quality technical support to end-users by efficiently handling and resolving client complaints. Accurately document all issues, queries, and concerns raised by clients, especially sellers. Ensure timely and effective resolution of customer complaints to drive satisfaction and maintain client relationships. Communicate with clients to provide accurate information related to products, services, and processes. Diagnose, debug, and identify reported issues, escalating critical cases based on defined priority levels and client SLAs. Conduct deep dives into reported issues and deliver comprehensive Root Cause Analyses (RCA). Guide clients through troubleshooting steps and corrective actions to resolve issues efficiently. Identify recurring problems and suggest improvements to internal systems or panels for better performance and user experience. Gather and assess all relevant information to resolve product- or service-related inquiries accurately. Route unresolved issues to appropriate internal teams and follow up until closure. Collaborate and coordinate with internal departments such as development, QA, and operations for issue resolution. Effectively prioritize and manage multiple open cases, ensuring timely follow-ups and updates. Any graduate with a strong technical aptitude. Minimum of 2 years in technical support or application support roles, preferably in client- facing environments. Excellent verbal and written communication skills, with the ability to clearly articulate technical concepts to non-technical stakeholders. Proficient in Python, with the ability to quickly write and modify scripts for debugging or automation. Strong working knowledge of MySQL, MongoDB, and DynamoDB for data validation and troubleshooting. Experience with RabbitMQ and Kafka for understanding and debugging event-driven workflows. Good understanding of AWS cloud services relevant to application support and monitoring. Interview Process - Technical Round 1 Technical Round 2 HR Round How to apply for this opportunity? Step 1: Click On Apply! And Register or Login on our portal. Step 2: Complete the Screening Form & Upload updated Resume Step 3: Increase your chances to get shortlisted & meet the client for the Interview! About Uplers: Our goal is to make hiring reliable, simple, and fast. Our role will be to help all our talents find and apply for relevant contractual onsite opportunities and progress in their career. We will support any grievances or challenges you may face during the engagement. (Note: There are many more opportunities apart from this on the portal. Depending on the assessments you clear, you can apply for them as well). So, if you are ready for a new challenge, a great work environment, and an opportunity to take your career to the next level, don't hesitate to apply today. We are waiting for you! Show more Show less

Job Title: Customer Service Executive Location: Noida Department: Customer Support / Service Job Type: Full-Time Experience: 1–3 years preferred Salary: 20,000-35000 Job Summary: We are seeking a customer-focused and enthusiastic Customer Service Executive to manage customer interactions and provide exceptional service across phone, email, and messaging platforms. The ideal candidate should be proactive, empathetic, and able to resolve queries promptly while maintaining a positive brand image. Key Responsibilities: Handle incoming customer queries via phone, email, and chat in a timely and professional manner. Provide accurate product/service information and resolve issues effectively. Maintain detailed records of customer interactions, feedback, and resolutions. Follow up with customers to ensure their issues are resolved and satisfaction is achieved. Collaborate with internal departments (sales, logistics, technical, etc.) to resolve customer concerns. Assist in maintaining a customer service knowledge base and FAQ documents. Identify recurring customer issues and suggest improvements to internal processes. Ensure all communication adheres to company policies and service standards. Required Skills and Qualifications: Bachelor’s degree in any discipline. 1–3 years of experience in a customer-facing role (preferably in customer service or support). Strong verbal and written communication skills. Ability to multitask, prioritize, and manage time effectively. Basic computer skills and familiarity with CRM tools. Excellent problem-solving and interpersonal skills. Fluency in [English / Local Language as applicable]. Preferred Qualifications: Experience in a product-based or service-driven company. Familiarity with customer support software (e.g., Freshdesk, Zendesk, or similar). Ability to handle difficult customers with patience and professionalism. Show more Show less

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. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. Job Description About the Role: This senior-level Individual Contributor role, requires a minimum of 12 years specific to Channel Sales and Channel Management in India [West]. Seeking candidates who have experience building channel sales through resell with GSI, Resellers, Distributors and Hyperscalers - having success in building multi-million sales revenues and ARRs through co-selling with Tier 1 partners in India. Candidates should have a strong understanding of the Enterprise sales methodology and a deep knowledge of Chanel Management through Partner Program and Profitability. The Candidate must have a current C-level network of Channel Partners, which can be leveraged for co-sell with a track record of delivering on sales targets successfully through the indirect channel. The ideal candidate will have a proven track record in nurturing executive-level partner relationships and demonstrating exceptional business planning skills. You will have made significant contributions to growth within high growth SaaS and Software industry, with a preference in ITSM, Cybersecurity, Customer Experience or Application sales. Responsibilities: Strategically manage and expand major channel partnerships in the India [West], driving substantial revenue growth. Develop and implement comprehensive strategies for partner engagement, focusing on high-value opportunities in the EX/CX space. Mentor and inspire a team, fostering a culture of innovation and excellence in partnership management. Collaborate with regional business heads and cross-functional teams to align partnership strategies with overall business objectives. Establish and maintain strong executive relationships with key partners, ensuring mutual growth and success. Key understanding of the India Distribution landscape with previous experience working in a tier 2 model. Drive partner program enhancements, including incentive models, enablement strategies, and performance metrics, to maximize partner engagement and revenue generation. Regularly review and adjust strategies to respond to market changes and partner feedback, ensuring alignment with company goals and partner needs. Location: The candidate should be operating out of Mumbai and manage the West territory Qualifications Qualifications: Minimum 12 years of experience in SaaS or channel sales, with a focus on strategic partnership management. Demonstrated success in developing and executing high-impact partner strategies. Strong ability to engage and influence C-level executives, with excellent presentation and communication skills. Proven track record of driving significant revenue growth through strategic partnerships. SaaS background is highly preferred, with a deep understanding of software and services alliances. Preferred industry experience in ITSM, DataCenter Solutions or Cybersecurity will be preferred Willingness to travel frequently to engage with partners and internal teams. Master’s degree in a Technology or Business Field is preferred. Additional Information We offer a range of benefits, including life and long-term disability insurance, a generous learning and reading budget, fitness allowance, free yoga classes, a cycle-to- work scheme, and a fully stocked pantry. Our inclusive workplace welcomes diverse backgrounds and perspectives, fostering a rich and vibrant environment. Join us at Freshworks, where your expertise in strategic partnership management will be pivotal in driving our growth in the crucial India market. Benefits Company-funded Life & Long-Term Disability insurance Generous Learning & Reading budget Fitness allowance Free yoga classes Cycle to Work Scheme Well-stocked pantry with healthy options Employee Assistance Program for you and your family 25 days annual Paid-Time-Off Discounted Tax Support Services A commitment to equality and diversity in the workplace 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. Show more Show less

About Spyne: At Spyne, we are transforming how cars are marketed and sold with cutting-edge Generative AI. What started as a bold idea—using AI-powered visuals to help auto dealers sell faster online—has now evolved into a full-fledged, AI-first automotive retail ecosystem. Backed by $16M in Series A funding from Accel, Vertex Ventures, and other top investors, we’re scaling at breakneck speed: Launched industry-first AI-powered Image, Video & 360° solutions for Automotive dealers Launching Gen AI powered Automotive Retail Suite to power Inventory, Marketing, CRM for dealers Onboarded 1500+ dealers across US, EU and other key markets in the past 2 years of launch Gearing up to onboard 10K+ dealers across global market of 200K+ dealers 150+ members team with near equal split on R&D and GTM Learn more about our products: Spyne AI Products - StudioAI, RetailAI Series A Announcement - CNBC-TV18, Yourstory Role Overview: Onboarding Manager We’re looking for a proactive and customer-obsessed Onboarding Manager to join our dynamic Customer Success team. In this role, you’ll be the first impression for our clients, ensuring a seamless transition from sales to product adoption. You'll build strong relationships, solve challenges creatively, and set our customers up for long-term success with Spyne. 📍 Location: Gurugram (Work from Office, 5 days a week) 🖥 Role: Full-time What You’ll Do Own and manage the end-to-end onboarding process for new customers, ensuring timely and successful product implementations. Partner closely with Sales and Product teams to ensure smooth handoff and alignment of expectations. Develop and maintain onboarding playbooks and best practices to deliver exceptional client experiences. Build deep relationships with clients, act as their trusted advisor, and ensure their needs are met during onboarding. Monitor onboarding progress, identify bottlenecks, and proactively resolve challenges to keep clients on track. Leverage data and customer feedback to improve onboarding processes and customer outcomes. Conduct onboarding sessions via video calls, chat, and email, ensuring clarity and alignment at every step. Collaborate cross-functionally to ensure customer feedback informs product and process improvements. What We’re Looking For 3-5 years of experience in customer onboarding, customer success, or client services roles (preferably in SaaS or tech-driven environments). Proven track record of managing multiple client onboarding projects simultaneously with a high level of customer satisfaction. Excellent verbal and written communication skills in English. Strong problem-solving and conflict-resolution skills with a client-first mindset. Experience working with CRM tools like HubSpot and support platforms like Freshdesk. Ability to thrive in a dynamic, fast-paced environment and handle complex customer situations with professionalism. Comfortable working in US shift timings to support global customers. Why Join Spyne? Work on cutting-edge GenAI + SaaS experiences for a global automotive audience. Help define the design DNA of a fast-growing, category-defining startup. High ownership, direct access to founders, and opportunity to shape product strategy. Competitive compensation + equity + global impact. If you thrive in a fast-paced, innovation-driven setup and love solving complex tech challenges, this role is for you! 🚀 Talk to us to find out more! Show more Show less

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. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. Job Description Job Overview: We are looking for an experienced and strategic leader to build and lead the Chat function within our Revenue Growth team. This critical role will be responsible for designing and implementing a high-impact chat strategy focused on customer acquisition, product support, and revenue expansion. The ideal candidate will drive AI-powered automation, lead the implementation of Salesforce Chat Agent, and create a scalable acquisition playbook to convert conversations into customers. Key Responsibilities: Build and Lead the Chat Function: Design the organizational structure, define KPIs, and recruit a high-performing team to own the end-to-end chat experience. Align chat objectives with the company’s customer acquisition and retention goals. Customer Acquisition through Chat: Build a playbook for acquisition via chat, focusing on conversion optimization, lead nurturing, and engagement strategies. Develop and manage chat flows tailored to different stages of the buyer journey and customer segments. Product Support, Cross-sell & Upsell: Create workflows to handle product usage queries and support through chat. Partner with Sales and Customer Success teams to identify opportunities for cross-sell and upsell via personalized chat interactions. Salesforce Chat Agent Implementation: Lead the integration and configuration of Salesforce Chat Agent across key digital properties. Ensure seamless integration with CRM and other marketing automation platforms. AI & Automation: Leverage AI and automation to scale chat capabilities, including bot development, chat routing, and personalization. Continuously improve chat performance through AI-powered insights, testing, and iteration. Data-Driven Strategy & Reporting: Monitor and analyze chat engagement, conversion, and resolution metrics. Provide insights and recommendations for continuous improvement in chat performance. Cross-Functional Collaboration: Work closely with Product, Sales, Customer Success, and Marketing teams to align messaging and goals. Ensure a consistent and customer-centric chat experience across touchpoints. Qualifications 8+ years of experience in growth, digital marketing, customer experience, or sales operations in a SaaS or tech-driven environment. Proven experience in leading chat-based customer engagement and acquisition strategies. Strong understanding of Salesforce Chat Agent and other conversational platforms. Familiarity with AI tools and automation technologies related to chat and customer engagement. Excellent leadership, project management, and stakeholder management skills. Data-driven mindset with expertise in performance tracking and analytics. Strong written and verbal communication 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. Show more Show less

Key Responsibilities Respond to customer queries via tickets and chat, closing tickets with proper and timely follow-ups. Work on contributing to the enhancement of customer satisfaction by implementing strategies and initiatives aimed at improving the CSAT (Customer Satisfaction) score. Meet SLAs for all raised tickets, create a knowledge base for recurring issues, promptly report technical issues to relevant teams, and maintain high-quality responses for each handled ticket. Requirements Bachelor of Engineering (preferred IT-CE background). 02 years of prior experience in customer support service. Good written and oral communication skills. Excellent customer handling skills. Experience with ticketing tools like Freshdesk, Zendesk. Corporate emailing and documentation knowledge. Knowledge of Excel, Word, and PowerPoint. Experience in creating FAQs and building a knowledge base.

Role: Provide technical support to global SaaS clients, ensuring client satisfaction through prompt issue resolution. Responsibilities: Troubleshoot application/system issues via SQL queries and analysis. Manage incident tickets and communicate status updates. Conduct screenshare sessions for issue resolution. Escalate critical issues and manage SLAs. Maintain a Knowledge Base. Participate in daily operations meetings. Technical Skills: Advanced Excel (VLOOKUP, etc.). Basic SQL. Call Center/WFM reporting experience. Ticketing system familiarity (FreshDesk, etc.). Required Qualifications: Advanced English proficiency. 3 to 6 years SaaS technical support experience. Managerial experience, including recruitment and training. Bachelor's Degree. Desired Qualifications: ITIL certification. Ability to meet deadlines. Strong communication and leadership skills. Show more Show less

Title: Technical Customer Support Engineer Location: Chandigarh, India Experience Required: 3–5 Years Shift Timing: Flexible to work in US and Europe shifts About the Role We are looking for a technically strong and customer-obsessed Technical Customer Support Engineer to join our growing team. You will be the first line of defense for our customers — resolving technical issues, guiding them through best practices, and ensuring a smooth, reliable experience with our platform. This role is ideal for someone who enjoys diving deep into technical challenges and thrives in a fast-paced, collaborative environment. Key Responsibilities Technical Support: Provide timely and professional support to customers via chat, email, and video calls. Troubleshooting: Diagnose and resolve infrastructure, deployment (Docker, Kubernetes), networking, API, authentication, and integration-related issues. Product Expertise: Become a product expert by deeply understanding our deployment architecture and various customer use cases. Issue Triage: Partner with engineering teams to escalate complex bugs or product limitations, ensuring accurate prioritization and timely resolutions. Documentation: Create and maintain detailed support documents, technical FAQs, internal knowledge bases, and customer-facing playbooks. Customer Enablement: Assist customers with onboarding, implementation guidance, and architectural best practices to ensure long-term success. Feedback Loop: Gather and relay actionable feedback from customer interactions to Product and Engineering teams. Monitoring & Observability: Utilize observability tools like Grafana and Prometheus to monitor platform performance and preemptively identify customer-impacting issues. Qualifications 3–5 years of experience in technical support, DevOps, or a related customer-facing engineering role. Hands-on experience with Docker , Kubernetes , cloud infrastructure (AWS/GCP/Azure), and REST APIs. Strong troubleshooting skills across different layers of the stack — from network to application. Excellent written and verbal communication skills, with a customer-first attitude. Experience working with observability tools (Grafana, Prometheus, etc.). Ability to work flexible shifts aligned with US and European time zones. Bonus: Experience using support ticketing tools (e.g., Zendesk, Freshdesk) and familiarity with CI/CD pipelines. Why Join Us? Work with cutting-edge cloud and SaaS technology. Be part of a high-impact team shaping customer success. Opportunities for career growth into technical account management, product support, or engineering roles. Competitive salary Job Type: Full-time Schedule: Day shift Work Location: In person Speak with the employer +91 6284554276

Description CIMMYT is a cutting edge, non-profit, international organization dedicated to solving tomorrow's problems today. It is entrusted with fostering improved quantity, quality, and dependability of production systems and basic cereals such as maize, wheat, triticale, sorghum, millets, and associated crops through applied agricultural science, particularly in the Global South, through building strong partnerships. This combination enhances the livelihood trajectories and resilience of millions of resource-poor farmers, while working towards a more productive, inclusive, and resilient agrifood system within planetary boundaries. For more information, visit cimmyt.org. CIMMYT is seeking a highly motivated Enterprise Systems Support Analyst to provide frontline user support for enterprise systems across country offices in Asia. This role is pivotal in ensuring effective adoption and usage of core platforms such as Microsoft Dynamics 365 (D365), Icertis Contract Management, and other corporate applications. As the first point of contact for user support requests, you will work closely with Business Analysts and IT staff to resolve issues, guide users through processes, and ensure timely and accurate issue resolution. You will be trained extensively on key systems and will support staff across departments including Finance, HR, Business services, Legal and other programs as needed. This position requires frequent travel to country offices mostly within the Asia region to provide onsite support, training, and collaboration with local teams. The position will be based in New Delhi. Key Responsibilities Serve as the first-level support for users encountering issues with enterprise systems (D365, Icertis, etc.) in the Asia region. Provide user guidance on business processes and technical steps for different systems/ERP modules (e.g., Finance, HR, Procurement, etc.). Log and track issues using the organization's ticketing system, escalating complex issues to second-level support or vendors as needed. Work closely with Business Analysts and system owners to understand evolving business needs and processes. Support user role assignments, permission requests, and access management in line with policies. Support the onboarding and training of new staff on enterprise systems usage. Maintain user documentation, quick reference guides, and FAQs. Monitor system performance and identify recurring issues to inform system improvements. Participate in user acceptance testing (UAT) and rollout support for system updates or new modules. Generate basic usage or performance reports to inform support strategy or improvement areas. Coordinate with other regional and HQ support staff to ensure consistent user experience and knowledge sharing. Travel frequently to country offices within the region to provide onsite system support, conduct training, or assist with system rollouts. Perform any additional tasks related to enterprise system support, as delegated by the supervisor. Requirements Education & Certifications Bachelor's degree in Information Technology, Business Information Systems, Computer Science, or a related field. Microsoft Dynamics 365 or ERP system certification(s). ITIL Foundation or equivalent service management certification is a strong advantage. Technical Skills Familiarity with ERP systems, especially Microsoft D365 Finance & Operations. Basic understanding of systems like Icertis or similar contract management tools. Ability to perform basic troubleshooting and diagnostics on user-reported issues. Understanding of key business functions (finance, procurement, HR, grants, etc.) and their processes. Experience using support ticketing systems (e.g. OTRS, Invgate, Jira, Freshdesk, ServiceNow, etc.) Soft Skills Excellent interpersonal and communication skills with a customer-service mindset. Ability to explain technical details to non-technical users clearly and patiently. Strong organizational and problem-solving abilities. Collaborative mindset with the ability to work across diverse teams and cultures. Preferred Experience 5+ years of experience in a systems support or enterprise application support role. Experience supporting end-users in a multicultural, multi-country organization. Exposure to Microsoft environments (Office 365, Teams, SharePoint). Benefits The position is for an initial fixed-term contract of 12 months, after which further employment is subject to performance and the continued availability of funds. CIMMYT offers an attractive remuneration package, with a range of benefits including health insurance. Candidates must apply online for IN25162 Enterprise Systems Support Analyst. Screening and follow-up of applications will begin on May 15th, 2025. Applications must include a CV with contact details (telephone and email address) of 3 work-related references along with the confirmation that Recruitment can contact them) and a cover letter. Incomplete applications will not be taken into consideration. Please note that only short-listed candidates will be contacted. CIMMYT is an equal opportunity employer. It fosters a multicultural work environment that values gender equality, teamwork, and respect for diversity. Women are encouraged to apply. Show more Show less

Job Title: Client Operations & Billing Manager Role & responsibilities Handle incoming client calls and provide appropriate responses or escalation. Provide basic customer support and query resolution. Create and manage support tickets. Create, assign, and monitor tasks in CRM . Prepare invoices, quotations, and payment reminders. Follow up for payments and update billing records. Coordinate with staff to track the progress of assigned tasks and tickets. Generate weekly reports on employee task/ticket performance. Key Skills Client Relationship Management CRM MS Excel Billing Collection Task Management Escalation Handling Communication Skills (English, Telugu, Hindi) Team Coordination Proactive Execution