Specialist - Learning Partner

Company Description

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 software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. 

Job Description

We are looking for a committed learning partner to join our global support team. The ideal candidate will play a key role in enhancing the skills of our product specialists and senior product specialists, with an emphasis on strengthening customer engagement strategies & best practices
Key Responsibilities:

1. Skill Development: Design and deliver training programs to improve soft skills, problem-solving, customer-centric approaches, and behavioral competencies.
2. Escalation Reduction: Identify common escalation triggers and develop targeted strategies to mitigate them through effective training.
3. Performance Tracking: Assess the impact of training initiatives on product specialists’ performance and the overall productivity of the global support team.
4. Continuous Learning: Promote a culture of ongoing learning and continuous improvement.

Qualifications

• Education and Experience: Bachelor’s degree in Humanities/ Human Resources/ Business / Engineering (BE/BTech). Minimum of 4+ years of relevant experience, with at least 12–18 months as a soft-skills facilitator.
• Experience: Proven track record in a similar role, ideally within a global support setting.
• Skills: Excellent verbal and written communication, strong interpersonal skills, deep knowledge of effective learning and development methods, and the ability to design and deliver comprehensive training programs.
• Analytical Abilities: Proficient in monitoring and assessing training outcomes. Creativity and innovation in program design and delivery.
• Ability to design training programs aligned with adult learning principles.

Personal Attributes:

• Team-oriented and collaborative.
• Strong problem-solving skills and adaptability.
• Agility in adapting learning strategies to changing business needs
• High patience and empathy.
• Willingness to work flexible shifts.

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.