Lead - Business Systems Services

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.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

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

As a Lead – Business Systems Services, you will work at the intersection of AI, business processes, technology, and customer engagement. You will understand business challenges, identify opportunities for AI and automation, and work with technical teams to translate requirements into practical solutions. This is primarily a techno-functional and customer-facing role, emphasizing AI fundamentals, problem solving, and excellent communication skills, particularly during customer visits, workshops, and solution discussions.

Key Responsibilities

• AI & Automation: Identify opportunities to apply AI/GenAI and build or coordinate rapid POCs and automations for business use cases.
• Customer Engagement: Participate in customer visits, discovery sessions, workshops, and demos to understand requirements and recommend solutions.
• Requirements & Solutioning: Translate business requirements into functional requirements and high-level technical solutions.
• Process Improvement: Understand business and ITSM/ESM processes and identify opportunities for simplification, automation, and better user experiences.
• Integrations: Work with engineering and platform teams to enable integrations and workflows across enterprise applications.
• Problem Solving: Analyze business and system issues, coordinate troubleshooting, and drive issues toward resolution.
• Cross-functional Collaboration: Act as a bridge between customers, business stakeholders, and technical teams.

Key Skills

• Strong AI/GenAI fundamentals, including a good understanding of LLM capabilities, prompt engineering, AI agents, and common enterprise AI use cases.
• Ability to quickly create or contribute to AI-based POCs and demonstrations.
• Excellent verbal, written, and presentation skills, with confidence in customer-facing conversations.
• Strong analytical, requirement-gathering, and problem-solving abilities.
• Good understanding of enterprise applications, APIs, integrations, and automation concepts.
• Understanding of ITSM/ESM processes and best practices.
• Exposure to platforms such as Workato, MuleSoft, Databricks, or similar tools is an advantage.
• Basic working knowledge of Python and SQL is desirable but deep software-development expertise is not required.
• 5+ years of experience in business systems, solution consulting, business analysis, enterprise applications, automation, or a similar techno-functional role.
• Strong interest and practical understanding of AI/GenAI and its application to business problems.
• Ability to understand customer requirements and translate them into practical solution approaches.
• Excellent communication and stakeholder-management skills, with the ability to engage confidently during customer visits, workshops, presentations, and demos.
• Comfortable collaborating with technical teams without needing to be a hands-on software engineer.

The ideal candidate is a customer-oriented techno-functional professional with strong AI fundamentals, business understanding, problem-solving ability, and communication skills, who can effectively bridge the gap between customer needs and technology.

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.