Partner and Paid Support Director

Company Description

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose and passion, irrespective of their background, gender, race, sexual orientation, religion or ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, our communities and our business.

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 affordable, quick to implement, and designed software for the end-user. More than 70,000 companies -- from startups to public companies -- worldwide use Freshworks software-as-a-service to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including Bridgestone, Frasers Group, Sunweb, Addison Lee,  DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Customer Service Suite (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

Job Description

The Customer Support team at Freshworks is committed to delivering world-class customer experiences across a diverse customer base, spanning businesses of all sizes and complexities in both ITSM and CX domains. 

Over the years, our strategic support programs have evolved to meet the growing and dynamic needs of our customers and partners. Today, we offer two differentiated paid support SKUs—Premium and Advantage—each designed to address the unique requirements of different customer segments. Premium Support provides enhanced services for businesses seeking high-touch, specialized care, while Advantage Support offers scalable, fast assistance for rapidly growing enterprises. We also offer a tailored partner support program that takes care of the needs of Freshworks’ partners (in terms of providing support to the end customers).

This role will oversee three critical programs—Paid Support, Partner Support, and Top 500 Customer Experience—aligning program execution with leadership & organisation objectives and strengthening stakeholder partnerships. 

With a strong emphasis on strategic collaboration within the organisation and a shared vision with our customers, the role aims to continuously drive innovation, operational excellence, and measurable impact across all support initiatives.

In this position, you will have the opportunity to lead transformative strategies that elevate customer satisfaction, deepen relationships, and establish Freshworks as a trusted partner in our customers’ success journeys.

Qualifications

• 12 years of professional experience
• Leadership excellence: Proven experience in managing large-scale, cross-functional support programs with a focus on delivering exceptional customer experiences
• Stakeholder Management: Strong track record of building and nurturing relationships with internal and external stakeholders, including executive leadership across departments and key customers
• Expertise in driving organisational alignment: Drive strategic alignment and seamless collaboration between Account Management (AM), Customer Success Management (CSM), Sales, Partners and internal Support teams to foster a unified customer engagement strategy, ensuring proactive communication, transparency, and timely information sharing to enhance customer outcomes and business impact.
• Domain excellence/ Customer centricity: Deep understanding of customer support trends and best practices, with a focus on driving proactive, scalable, and high-impact solutions
• Program Management Expertise: Expertise in driving multiple support programs (Paid Support, Partner Support or similar) with the ability to align execution with business objectives
• Risk management Expertise: Identify, assess, and mitigate risks across support programs by developing proactive strategies, escalation frameworks, and contingency plans to minimize impact on customer experience and ensure business continuity.
• Analytical mindset: Strong analytical mindset and experience leveraging data and KPIs to inform strategy, measure success, and continuously improve outcomes
• Change management expertise: Ability to lead change and innovation in a dynamic, fast-paced environment, adapting to evolving customer needs and business priorities

Additional Information

The annual base salary range for this position is $208,000 — $299,000 USD

Compensation is based on a variety of factors, including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.

Please note this is a hybrid role that requires an in-office presence 3 days / week (Tue-Thur)

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

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.