Job in Kenya
FreshDesk Specialist
CountyNot specifiedCityNot specifiedContractFull TimePosted2026-08-07Close dateNot specifiedExperience2 yearsSourceBrighterMonday KenyaSalaryConfidential
freshdeskcustomer supporthelpdeskkenyafull timemid leveloperationssaasworkflow automationcrm integrationrestaurantetechnology
AI summary
Mid-level Freshdesk Specialist role based in Kenya, reporting to the Head of Operations. The candidate will own and optimize customer support operations on Freshdesk, including configuring workflows, automations, SLAs, and integrations with CRM and other tools. Responsibilities also include training agents, monitoring support metrics, and driving process improvements to enhance customer experience.
- Own end-to-end Freshdesk administration and optimization
- 2+ years hands-on Freshdesk experience required
- Mid-level role reporting to Head of Operations Kenya
- Full-time position, 8 to 5 working hours
- Focus on workflows, automations, reporting, and integrations
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Source salary availableThe source lists Confidential. Confirm the final pay, benefits, contract terms and allowances directly with the employer before accepting an offer.
Can you qualify for this role?
- Required2+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in restaurante, technology, Customer SupportThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest FreshDesk Specialist evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Anonymous Employer and the role in Not specified.
- Add concrete examples related to restaurante, technology, Customer Support, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from BrighterMonday Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
Source and safety check
- BrighterMonday Kenya
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this FreshDesk Specialist role in restaurante, technology?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Anonymous Employer before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
- FreshDesk Specialist
- Anonymous Employer
- Software & Data
- 1 month ago
- Easy apply
- Kenya
- Full Time
- Confidential
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- 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
- Length:
- 2 years
- Language Requirement:
- English
- Working Hours:
- Full Time - 8 to 5
- Applicant
- Location:
- Kenya
- Job descriptions &
- 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
- •
- 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
- in a B2B SaaS environment
- • Basic scripting or API knowledge for custom integrations and automation
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- 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.
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Requirements
Location: Kenya
- 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
- 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.
Source and provenanceSource: BrighterMonday Kenya. Last checked: 2026-09-08.Kazi Connect is a job discovery service, not the employer. Always confirm the vacancy at the original source.Summaries may be AI-assisted. Report inaccurate content.
Never pay to apply. Always confirm the original source and watch for payment requests, sensitive document requests, or unrealistic promises.