At Freshworks, we build uncomplicated service software that helps businesses deliver exceptional customer and employee experiences. Trusted by over 70,000 businesses globally, Freshworks combines powerful capabilities with ease of use, helping organizations accelerate growth, improve productivity, and drive customer success.

Job Description

Overview:

As VP of Global Customer Support at Freshworks, you will lead our global support organization, serving a base of 80,000+ customers. Based in our Chennai headquarters and reporting to the VP of Global Customer Services, you will drive technical excellence, scale the function through automation and AI, and ensure Support serves as a primary feedback channel for our Product and Engineering teams. You will lead a high-performing global organization, including our funded Premier Support programs, and serve as a senior executive partner to our most strategic enterprise customers.

Responsibilities:

Strategic Planning and Execution:

Develop and execute a global support strategy aligned with the company's growth and retention goals.
Lead the adoption of AI and automation across the support function, with Knowledge Centered Service (KCS) as the foundation for self-service and automated resolution.
Manage resource allocation and departmental budgets, with a focus on scaling capacity faster than headcount.

Operational Efficiency:

Oversee a 24/7 global operation handling 240,000+ annual interactions, maintaining high standards for technical accuracy and customer satisfaction.
Reduce ticket volume and cost-to-serve through automation, self-service, and proactive product improvements that address root causes.
Optimize the global support footprint and streamline service delivery across our CX and EX product suites.

Cross-functional Collaboration:

Build deep partnerships with Product Management and Engineering, providing real-time insights on product friction, usability gaps, and technical debt.
Collaborate with Sales and Customer Success leadership to ensure a smooth customer experience across the lifecycle and support strong renewal outcomes.
Partner with Community and Education teams to align documentation, training, and peer resources with the issues customers actually encounter.

Executive Sponsorship and Field Engagement:

Serve as the senior Executive Sponsor for strategic global accounts, managing high-priority escalations and building trust with customer CIOs and IT leadership.
Represent Support in the field through participation in Executive Briefings, QBRs, and industry events. Travel up to 20%.

Leadership and Team Engagement:

Provide senior leadership for the Chennai Support Hub, fostering a culture of technical rigor, accountability, and direct communication.
Oversee talent management, including recruitment and development of a high-performing leadership team.
Build a positive, inclusive work environment grounded in continuous improvement.

Qualifications

Requirements:

Experience: 15+ years of leadership experience in Global Support, Technical Success, or Professional Services within a high-growth SaaS organization.
Technical Depth: Strong understanding of software architecture and a clear point of view on how AI and automation will reshape technical support.
Customer Facing: Proven track record in executive-level customer engagement and managing complex enterprise escalations.
Strategic Thinker: Ability to translate business objectives into operational plans that scale efficiently.
Communication: Exceptional communication and interpersonal skills, with the ability to influence C-suite stakeholders and lead large global teams.
Adaptability: Ability to thrive in a fast-paced environment and adjust strategy as market and customer needs evolve.
Presence: A strong leadership presence in the Chennai office, with the ability to build a unified culture across a distributed global team.

Additional Information

Benefits:

Competitive salary and executive benefits package.
Opportunity to lead a flagship organization within a globally recognized SaaS leader.
Dynamic work environment focused on AI and customer experience technology.
Opportunity to work with industry-leading professionals and shape the future of global customer support.

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.

Vice President - Global Support Services