Job Description

• Chennai, Tamil Nadu, India

About Freshworks

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. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.

While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation. Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.

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 or 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, our communities and our business.
Job Description:
We are looking for a design leader to help build simple, familiar, intuitive, contextual experience for a modern - ITSM software. In this role, you will lead a young team in evolving existing features and adding new features. You will contribute to everything design, including the process, design operations, research, and hiring in helping this happen. You will be part of an organization that believes in putting people first, in craftsmanship and challenging the status quo. Your wingmen will be stellar product, development, marketing peers who believe in delivering value through customer engagement and delight.

What we look for:

8+ years of experience and are strongly motivated to lead a design team

• Excellent communication and interpersonal skills
• Track record of shipping intuitive and user-centered experiences
• You are able to deliver on roadmap items with meticulous planning, operation and execution
• You are able to work and communicate effectively with cross-product and cross-functional teams to optimize product offerings
• You have built, enforced and religiously maintained design systems
• You have played the role of team captain, mentored and driven your team to accomplish results
• You are able to provide well documented, actionable feedback on the product and design to the team
• You are able to strike a balance between customer needs and business expectations without sacrificing core design practices and principles
• You are effective in communicating design and justifying your approach to all stakeholders
• You establish processes and believe in scaling through them
• You conduct detailed design reviews (interaction, visual design and UX copy) as a stage gate for all deliverables before they are accepted by the development team.
• You’re a stickler for attention to detail and ensure that this quality percolates through every design discipline

Qualifications

• Proven ability to lead teams to successful outcomes through strong leadership and collaboration skills
• Skilled in facilitating cross-functional Design Thinking workshops, conducting qualitative and quantitative user research.
• Good understanding of design and product metrics
• Meticulous attention to details for comprehensive design reviews (interaction, visual design and UX copy)
• Ability to balance diverse perspectives of stakeholders while upholding core design principles.
• Passion for problem-solving, with a strong focus on delivering user-centric value through design initiatives with measurable outcomes.
• Gen AI and conversational design experiences is a plus