FreshDesk Specialist

About the role

We are seeking a Freshdesk Specialist to own and optimise our customer support operations in Kenya. The role will act as the go‑to expert for the Freshdesk platform, configuring workflows, analysing performance data and ensuring every customer interaction is handled efficiently. You will work closely with operations, product and engineering teams to translate feedback into scalable processes.

Key responsibilities

• Administer and configure Freshdesk, including ticket workflows, automation rules, SLA policies, canned responses and custom fields.
• Support and train support agents on Freshdesk best practices and onboard new team members.
• Monitor, analyse and report on key support metrics such as first response time, resolution time, CSAT and ticket volume, presenting insights to leadership.
• Manage integrations between Freshdesk and third‑party tools (CRM, e‑commerce, communication platforms) and maintain the technical relationship with Freshdesk support.
• Collaborate with tooling and operations teams to translate process requirements into platform configurations, automations and self‑service content.
• Identify inefficiencies and propose improvements to processes, automation and knowledge‑base resources.
• Partner with product, engineering and QA to prepare support teams for launches, incidents and product changes, creating runbooks and escalation paths.
• Maintain up‑to‑date documentation, SOPs and agent playbooks.
• Lead quality‑assurance initiatives, designing evaluation frameworks and feeding insights back into training.

Required profile

• Minimum 2 years of hands‑on Freshdesk administration experience.
• Familiarity with Freshdesk’s AI features such as Freddy AI or similar tools.
• Strong understanding of customer support principles and help‑desk operations.
• Comfortable working with data, building dashboards and turning trends into actionable recommendations.
• Experience integrating Freshdesk with third‑party systems via native integrations or APIs.
• Clear communicator able to translate technical details for non‑technical stakeholders.

Required skills

• Freshdesk platform administration
• Freddy AI (or comparable AI‑powered support tools)
• API integration
• Data analysis and reporting
• Automation rule creation
• SLA configuration