FreshDesk Specialist

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