Specialist - Process and Program Excellence

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

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.

Key Responsibilities

• Collect, clean, and validate data from multiple sources to ensure accuracy and reliability.

• Build dashboards and reports to track key performance indicators (KPIs).

• Conduct exploratory and diagnostic analysis to uncover trends and patterns.

• Partner with stakeholders to translate business questions into analytical requirements.

• Provide ad-hoc analysis and insights to support decision-making.

• Document methodologies, processes, and data definitions for consistent usage.

Required Skills & Qualifications

• Strong proficiency in SQL and data querying.

• Advanced knowledge of Excel/Google Sheets (formulas, pivots, advanced functions).

• Hands-on experience with data visualization tools (Power BI, Tableau, or similar).

• Strong analytical, problem-solving, and critical-thinking skills.

• Good communication skills to present data in a clear and compelling way.

• Bachelor's degree in Statistics, Mathematics, Economics, Computer Science, or related field.

Preferred Skills

• Experience with Python/R for data analysis and automation.

• Knowledge of data warehouses (Snowflake, BigQuery, Databricks).

• Familiarity with ETL pipelines or working with data engineering teams.

• Understanding of basic statistical analysis and hypothesis testing.

• Experience in building automations and writing macros/scripts (VBA, Apps Script, or similar) to streamline reporting and repetitive tasks.

Attributes & Mindset

• Detail-oriented, curious, and eager to learn.

• Comfortable working with ambiguity and large datasets.

• Proactive in finding opportunities to improve reporting, analytics, and automation.

• Strong team player with the ability to work cross-functionally.

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.