🛠 Tech Stack

💼 About This Role

You'll manage Freshdesk user roles and train support teams at India's leading payments company. Your core impact is optimizing workflows and SLAs while improving product experience through tool enhancements. This role offers a chance to shape the support experience for millions of merchants.

🎯 What You'll Do

• Manage Freshdesk user roles, teams, and SLAs
• Organize training sessions for operations teams
• Create workflow documentation and flowcharts
• Generate daily/weekly reports on support metrics

📋 Requirements

• 2-5 years Freshdesk administration experience
• Excellent written and verbal communication skills
• Experience in tech/startup/fintech environment
• Ability to manage multiple tasks and meet SLAs

✨ Nice to Have

• Experience with CRM platforms beyond Freshdesk
• Background in process documentation

🎁 Benefits & Perks

• 🤝 Collaborative output-driven program across teams
• 📈 Improve cross-sell opportunities and revenue
• 🔄 360 feedback from peer teams
• 🏆 Respect earned from peers and manager

🚩 Heads Up

• Extensive list of responsibilities may indicate role scope creep