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.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

Job Description

Job Overview:

We are looking for an experienced and strategic leader to build and lead the Chat function within our Revenue Growth team. This critical role will be responsible for designing and implementing a high-impact chat strategy focused on customer acquisition, product support, and revenue expansion. The ideal candidate will drive AI-powered automation, lead the implementation of Salesforce Chat Agent, and create a scalable acquisition playbook to convert conversations into customers.

Key Responsibilities:

Build and Lead the Chat Function:
- Design the organizational structure, define KPIs, and recruit a high-performing team to own the end-to-end chat experience.
- Align chat objectives with the company’s customer acquisition and retention goals.
Customer Acquisition through Chat:
- Build a playbook for acquisition via chat, focusing on conversion optimization, lead nurturing, and engagement strategies.
- Develop and manage chat flows tailored to different stages of the buyer journey and customer segments.
Product Support, Cross-sell & Upsell:
- Create workflows to handle product usage queries and support through chat.
- Partner with Sales and Customer Success teams to identify opportunities for cross-sell and upsell via personalized chat interactions.
Salesforce Chat Agent Implementation:
- Lead the integration and configuration of Salesforce Chat Agent across key digital properties.
- Ensure seamless integration with CRM and other marketing automation platforms.
AI & Automation:
- Leverage AI and automation to scale chat capabilities, including bot development, chat routing, and personalization.
- Continuously improve chat performance through AI-powered insights, testing, and iteration.
Data-Driven Strategy & Reporting:
- Monitor and analyze chat engagement, conversion, and resolution metrics.
- Provide insights and recommendations for continuous improvement in chat performance.
Cross-Functional Collaboration:
- Work closely with Product, Sales, Customer Success, and Marketing teams to align messaging and goals.
- Ensure a consistent and customer-centric chat experience across touchpoints.

Qualifications

8+ years of experience in growth, digital marketing, customer experience, or sales operations in a SaaS or tech-driven environment.
Proven experience in leading chat-based customer engagement and acquisition strategies.
Strong understanding of Salesforce Chat Agent and other conversational platforms.
Familiarity with AI tools and automation technologies related to chat and customer engagement.
Excellent leadership, project management, and stakeholder management skills.
Data-driven mindset with expertise in performance tracking and analytics.
Strong written and verbal communication skills.

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.

Freshworks

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