Lead - Business Systems Services

We are looking for a seasoned Techno-Functional Candidate with deep domain expertise in Customer Success / Customer Support. As a Lead Business Systems Services you will be responsible for bridging the gap between business needs and technical solutions. You will collaborate with cross-functional teams to design scalable solutions ensure seamless tool adoption and deliver high-impact outcomes in the CX domain.

Key Responsibilities

• Partner with CX business stakeholders to gather understand and document functional and technical requirements.

• Translate business needs into clear actionable solution designs for product engineering and QA teams.

• Query analyse and interpret data to derive insights and inform strategic decisions.

• Work closely with developers and QA to validate and deploy solutions that meet stakeholder expectations.

• Lead or participate in requirement walkthroughs sprint planning and user acceptance testing (UAT).

• Create process maps functional specifications and data flow diagrams to support solution design.

• Configure CX applications (such as Freshdesk Salesforce or ServiceNow) create custom workflows set up automations and manage settings based on business needs.

• Design and implement integrations using webhooks API calls or third-party automation tools.

• Use tools like Postman to test APIs validate payloads troubleshoot errors and support integrations.

• Drive continuous improvement initiatives across tools workflows and data pipelines.

• Maintain thorough documentation of all solutioning activities configurations and business decisions.

• Provide mentorship to junior team members and contribute to building a high-performance CX systems function.

Qualifications :

• 710 years of experience in techno-functional roles supporting Customer Success / Support / CRM / ITSM domains.

• Strong business analysis and stakeholder engagement skills; proven ability to define and document functional specs.

• Proficiency in SQL for data querying validation and trend analysis.

• Hands-on experience with CX platforms such as Salesforce Freshdesk ServiceNow Zendesk etc.

• Ability to configure applications build workflows and manage custom automations to meet business requirements.

• Experience working with APIs and integrations including the use of webhooks custom scripts or middleware tools.

• Proficiency in using Postman or similar tools for testing and validating REST APIs.

• Familiarity with Agile/Scrum methodologies and tools like JIRA Confluence or similar.

• Proven ability to create process flows write BRDs/FRDs and contribute to technical solution design.

• Excellent written and verbal communication; ability to influence stakeholders across business and IT.

Preferred Qualifications

• Exposure to AI/ML-powered CX solutions or analytics tools (e.g. dashboards reporting).

• Understanding of data integration platforms and automation tools (e.g. Workato Zapier).

• Background in process optimization or managing support improvement programs is a plus.

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.

Remote Work :

No

Employment Type :

Full-time