Partner and Paid Support Director

The Customer Support team at Freshworks is committed to delivering world-class customer experiences across a diverse customer base, spanning businesses of all sizes and complexities in both ITSM and CX domains. Over the years, our strategic support programs have evolved to meet the growing and dynamic needs of our customers and partners. Today, we offer two differentiated paid support SKUs—Premium and Advantage—each designed to address the unique requirements of different customer segments. Premium Support provides enhanced services for businesses seeking high-touch, specialized care, while Advantage Support offers scalable, fast assistance for rapidly growing enterprises. We also offer a tailored partner support program that takes care of the needs of Freshworks’ partners (in terms of providing support to the end customers).This role will oversee three critical programs—Paid Support, Partner Support, and Top 500 Customer Experience—aligning program execution with leadership & organisation objectives and strengthening stakeholder partnerships. With a strong emphasis on strategic collaboration within the organisation and a shared vision with our customers, the role aims to continuously drive innovation, operational excellence, and measurable impact across all support initiatives.In this position, you will have the opportunity to lead transformative strategies that elevate customer satisfaction, deepen relationships, and establish Freshworks as a trusted partner in our customers’ success journeys.