Specialist - Process and Program Excellence

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 softwarethat is affordable, quick to implement, and designed for the end user. More than 50,000companies -- from startups to public companies -- around the world use Freshworkssoftware-as-a-service to enable a better customer experience (CRM) and employeeexperience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operatingfrom 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 customersand 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 formEconomic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the BatteryVentures/Glassdoor Best Places to Work in 2020. Our suite of products has also beenrecognized by analysts including the Gartner Magic Quadrants for CRM CustomerEngagement, IT Service Management and Sales Force Automation.While Freshworks has had incredible organic growth over the last few years, thecompany also has made targeted acquisitions that add critical capabilities to theportfolio including Natural Language Processing, Chatbots, Machine Learning, Socialand 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 atwww.Freshworks.comAt Freshworks, we are creating a global workplace that enables everyone to find theirtrue potential, purpose and passion, irrespective of their background, gender, race,sexual orientation, religion or ethnicity. We are committed to providing equalopportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, our communitiesand our business.

Key Responsibilities

• Collect, clean, and validate data from multiple sources to ensure accuracy and reliability.
  

• Build dashboards and reports to track key performance indicators (KPIs).
  

• Conduct exploratory and diagnostic analysis to uncover trends and patterns.
  

• Partner with stakeholders to translate business questions into analytical requirements.
  

• Provide ad-hoc analysis and insights to support decision-making.
  

• Document methodologies, processes, and data definitions for consistent usage.
  

Required Skills & Qualifications

• Strong proficiency in SQL and data querying.
  

• Advanced knowledge of Excel/Google Sheets (formulas, pivots, advanced functions).
  

• Hands-on experience with data visualization tools (Power BI, Tableau, or similar).
  

• Strong analytical, problem-solving, and critical-thinking skills.
  

• Good communication skills to present data in a clear and compelling way.
  

• Bachelor’s degree in Statistics, Mathematics, Economics, Computer Science, or related field.
  

Qualifications

Preferred Skills

• Experience with Python/R for data analysis and automation.
  

• Knowledge of data warehouses (Snowflake, BigQuery, Databricks).
  

• Familiarity with ETL pipelines or working with data engineering teams.
  

• Understanding of basic statistical analysis and hypothesis testing.
  

• Experience in building automations and writing macros/scripts (VBA, Apps Script, or similar) to streamline reporting and repetitive tasks.
  

Attributes & Mindset

• Detail-oriented, curious, and eager to learn.
  

• Comfortable working with ambiguity and large datasets.
  

• Proactive in finding opportunities to improve reporting, analytics, and automation.
  

• Strong team player with the ability to work cross-functionally.
  

Additional Information

Fresh vision. Real impact. Come build it with us.