Senior Product Specialist - Customer Support

Senior Product Specialist Company Description Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. There’s another option. Freshworks. With a fresh vision for how the world works. Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations. Fresh vision. Real impact. Come build it with us. Job Description We’re looking for smart, driven, and customer-obsessed professionals to join our Customer Support team. In this role, you will act as a trusted technical partner to our customers - owning issue resolution end-to-end and delivering an exceptional customer experience. You will provide dedicated, omnichannel support to high-value customers and leading brands, ensuring timely resolutions and strong customer satisfaction. This is a high-ownership role that requires technical curiosity, empathy, structured problem-solving, and the ability to collaborate cross-functionally. Responsibilities: Take complete ownership of customer-reported issues and drive resolution within defined SLAs. Diagnose and troubleshoot technical problems, identify root causes, and implement effective solutions or workarounds. Act as the voice of the customer while collaborating with internal Engineering, Product, and other cross-functional teams. Escalate complex issues following defined processes and ensure transparent communication throughout the lifecycle. Provide prompt, accurate, and actionable updates to customers across channels (email, chat, calls, etc.). Create and maintain documentation, including FAQs and knowledge base articles. Maintain accurate records of customer interactions, ensuring proper tracking and closure of all issues. Support high-MRR customers and reputed global brands, delivering a premium support experience. Qualifications Must-have skills & experience: 4-7 years of experience in a customer-facing or technical support role. Excellent written and verbal communication skills with strong clarity and structure. Strong customer empathy and a solution-oriented mindset. Technical aptitude with the ability to quickly learn new tools, products, and technologies. Familiarity with operating systems such as Windows, macOS, or Linux. Understanding the basics of networking: TCP/IP, DNS, DHCP, VPNs, firewalls. Strong collaboration skills and the ability to work effectively with cross-functional teams. Willingness to work in rotational shifts (including night shifts) as part of a 6-12 month rotation cycle. Good-to-have skills & experience: Experience in a SaaS product company, preferably in domains aligned with our product suite. Basic knowledge of web technologies such as HTML, CSS, and JavaScript. Understanding of cloud platforms (AWS, Azure, or GCP). Familiarity with collaboration tools (Microsoft Teams, Zoom, Slack). Working knowledge of the SaaS business model and ecosystem Additional Information At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us. Experience Level Senior Level