FreshDesk Specialist

AI summary

We are looking for a Freshdesk specialist to own and optimise customer support operations. You'll configure workflows, analyse performance data, and ensure efficient customer interactions. This is a full-time mid-level role based in Kenya with 2+ years experience required.

• Full-time, mid-level role in Kenya.
• 2+ years of Freshdesk administration experience required.
• Must be comfortable with data, dashboards, and reporting.
• Experience integrating Freshdesk with third-party tools.

Description

Find a Job + + + + Search FreshDesk Specialist Anonymous Employer Software & Data 4 weeks ago Easy apply Kenya Full Time Confidential Share link Share on WhatsApp Share on LinkedIn Share on Facebook Share on Twitter Share via SMS Job summary You'll sit at the intersection of operations, tooling, and people — translating customer pain points and team feedback into structured, scalable workflows that raise the bar on every interaction. Experience Level: Mid level Experience Length: 2 years Language Requirement: English Working Hours: Full Time - 8 to 5 Applicant Location: Kenya Job descriptions & requirements Employment Type: Full-time to: Head of Operations Kenya Location: Kenya Role Overview We're looking for a Freshdesk specialist to own and optimise our customer support operations. You'll be the go-to expert for our helpdesk platform — configuring workflows, analysing performance data, and ensuring every customer interaction is handled efficiently and with care. You'll sit at the intersection of operations, tooling, and people — translating customer pain points and team feedback into structured, scalable workflows that raise the bar on every interaction. What You’ll Do • Administer and configure Freshdesk — Own the end-to-end design, managing ticket workflows, automation rules, SLA policies, canned responses, and custom fields to keep the platform running smoothly. • Support and train agents on Freshdesk best practices, helping the team get the most out of the platform and onboarding new members effectively. • Monitor and report on key support metrics — first response time, resolution time, CSAT, and ticket volume — and present insights to leadership with clear recommendations • Manage integrations between Freshdesk and other tools (CRM, e-commerce, communication platforms) and own the technical relationship with Freshdesk support. • Partner with tooling and operations teams to translate process requirements into platform configurations — including helpdesk automations, routing rules, and self-service content. • Identify inefficiencies and proactively propose improvements to processes, automation, and selfservice resources such as the knowledge base. • Collaborate cross-functionally with product, engineering, and QA to ensure support teams are ready for launches, incidents, and product changes — building runbooks and escalation paths in advance. • Maintain a living library of process documentation, SOPs, and agent playbooks — keeping them accurate, accessible, and easy to act on. • Lead quality assurance initiatives — designing evaluation frameworks, running calibration sessions, and feeding insights back into training and process improvements. Candidate Profile We are looking for someone who: 2+ years of hands-on Freshdesk administration experience, including workflows, automations, and reporting • Experience with Freshdesk's AI features, Freddy AI or similar AI-powered support tools • Strong understanding of customer support principles and helpdesk operations • Comfortable working with data — building dashboards, interpreting trends, and turning numbers into clear recommendations • Experience integrating Freshdesk with third-party tools via native integrations or APIs • Clear communicator who can translate technical details for non-technical teammates and stakeholders • Detail-oriented and proactive — you spot gaps before they become problems • Proven track record of designing and implementing processes that reduced handle time, improved CSAT, or meaningfully cut ticket volume • A collaborative, low-ego working style — comfortable influencing without authority across support, product, and engineering teams Nice to have • Freshdesk certification or equivalent platform training • Familiarity with ITSM frameworks (ITIL) or experience in a B2B SaaS environment • Basic scripting or API knowledge for custom integrations and automation Log In and Apply Important safety tips Do not make any payment without confirming with the BrighterMonday Customer Support Team. If you think this advert is not genuine, please report it via the Report Job link below. Report Job Log in to apply now Continue with Google Continue with Linkedin Or continue with Forgot Password? Keep me logged in Log in Don't have an account? Sign Up to Apply Share link Share on WhatsApp Share on LinkedIn Share on Facebook Share on Twitter Share via SMS Activate Notifications Stay productive - get the latest updates on Jobs & News Activate Deactivate Notifications Stop receiving the latest updates on Jobs & News Deactivate This action will pause all job alerts. Are you sure? Cancel Proceed Similar jobs Lorem ipsum dolor sit amet consectetur adipiscing elit Lorem ipsum Lorem ipsum dolor (Location) Lorem ipsum Confidential 3 years ago Lorem ipsum dolor sit amet consectetur adipiscing elit Lorem ipsum Lorem ipsum dolor (Location) Lorem ipsum Confidential 3 years ago View More Stay Updated Join our newsletter and get the latest job listings and career i