FreshDesk Specialist

You'll sit at the intersection of operations, tooling, and people — translating customer pain points and team feedback into structured, scalable workflows that raise the bar on every interaction. Employment Type: Full-time to: Head of Operations Kenya Location: Kenya Role Overview We're looking for a Freshdesk specialist to own and optimise our customer support operations. You'll be the go-to expert for our helpdesk platform — configuring workflows, analysing performance data, and ensuring every customer interaction is handled efficiently and with care. You'll sit at the intersection of operations, tooling, and people — translating customer pain points and team feedback into structured, scalable workflows that raise the bar on every interaction. What You’ll Do • Administer and configure Freshdesk — Own the end-to-end design, managing ticket workflows, automation rules, SLA policies, canned responses, and custom fields to keep the platform running smoothly. • Support and train agents on Freshdesk best practices, helping the team get the most out of the platform and onboarding new members effectively. • Monitor and report on key support metrics — first response time, resolution time, CSAT, and ticket volume — and present insights to leadership with clear recommendations • Manage integrations between Freshdesk and other tools (CRM, e-commerce, communication platforms) and own the technical relationship with Freshdesk support. • Partner with tooling and operations teams to translate process requirements into platform configurations — including helpdesk automations, routing rules, and self-service content. • Identify inefficiencies and proactively propose improvements to processes, automation, and selfservice resources such as the knowledge base. • Collaborate cross-functionally with product, engineering, and QA to ensure support teams are ready for launches, incidents, and product changes — building runbooks and escalation paths in advance. • Maintain a living library of process documentation, SOPs, and agent playbooks — keeping them accurate, accessible, and easy to act on. • Lead quality assurance initiatives — designing evaluation frameworks, running calibration sessions, and feeding insights back into training and process improvements. Candidate Profile We are looking for someone who: 2+ years of hands-on Freshdesk administration experience, including workflows, automations, and reporting • Experience with Freshdesk's AI features, Freddy AI or similar AI-powered support tools • Strong understanding of customer support principles and helpdesk operations • Comfortable working with data — building dashboards, interpreting trends, and turning numbers into clear recommendations • Experience integrating Freshdesk with third-party tools via native integrations or APIs • Clear communicator who can translate technical details for non-technical teammates and stakeholders • Detail-oriented and proactive — you spot gaps before they become problems • Proven track record of designing and implementing processes that reduced handle time, improved CSAT, or meaningfully cut ticket volume • A collaborative, low-ego working style — comfortable influencing without authority across support, product, and engineering teams Nice to have • Freshdesk certification or equivalent platform training • Familiarity with ITSM frameworks (ITIL) or experience in a B2B SaaS environment • Basic scripting or API knowledge for custom integrations and automation

• You'll sit at the intersection of operations, tooling, and people — translating customer pain points and team feedback into structured, scalable workflows that raise the bar on every interaction. • Administer and configure Freshdesk — Own the end-to-end design, managing ticket workflows, automation rules, SLA policies, canned responses, and custom fields to keep the platform running smoothly. • Support and train agents on Freshdesk best practices, helping the team get the most out of the platform and onboarding new members effectively. • Monitor and report on key support metrics — first response time, resolution time, CSAT, and ticket volume — and present insights to leadership with clear recommendations • Manage integrations between Freshdesk and other tools (CRM, e-commerce, communication platforms) and own the technical relationship with Freshdesk support. • Partner with tooling and operations teams to translate process requirements into platform configurations — including helpdesk automations, routing rules, and self-service content. • Identify inefficiencies and proactively propose improvements to processes, automation, and selfservice resources such as the knowledge base. • Collaborate cross-functionally with product, engineering, and QA to ensure support teams are ready for launches, incidents, and product changes — building runbooks and escalation paths in advance. • Maintain a living library of process documentation, SOPs, and agent playbooks — keeping them accurate, accessible, and easy to act on. • Lead quality assurance initiatives — designing evaluation frameworks, running calibration sessions, and feeding insights back into training and process improvements. Candidate Profile We are looking for someone who: 2+ years of hands-on Freshdesk administration experience, including workflows, automations, and reporting • Experience with Freshdesk's AI features, Freddy AI or similar AI-powered support tools • Strong understanding of customer support principles and helpdesk operations • Comfortable working with data — building dashboards, interpreting trends, and turning numbers into clear recommendations • Experience integrating Freshdesk with third-party tools via native integrations or APIs • Clear communicator who can translate technical details for non-technical teammates and stakeholders