Specialist - Learning Partner

Company Description

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. 

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. 

Fresh vision. Real impact. Come build it with us.

Job Description

We are looking for a committed learning partner to join our global support team. The ideal candidate will play a key role in enhancing the skills of our product specialists and senior product specialists, with an emphasis on strengthening customer engagement strategies & best practices
Key Responsibilities:

1. Skill Development: Design and deliver training programs to improve soft skills, problem-solving, customer-centric approaches, and behavioral competencies.
2. Escalation Reduction: Identify common escalation triggers and develop targeted strategies to mitigate them through effective training.
3. Performance Tracking: Assess the impact of training initiatives on product specialists’ performance and the overall productivity of the global support team.
4. Continuous Learning: Promote a culture of ongoing learning and continuous improvement.

Qualifications

• Education and Experience: Bachelor’s degree in Humanities/ Human Resources/ Business / Engineering (BE/BTech). Minimum of 4+ years of relevant experience, with at least 12–18 months as a soft-skills facilitator.
• Experience: Proven track record in a similar role, ideally within a global support setting.
• Skills: Excellent verbal and written communication, strong interpersonal skills, deep knowledge of effective learning and development methods, and the ability to design and deliver comprehensive training programs.
• Analytical Abilities: Proficient in monitoring and assessing training outcomes. Creativity and innovation in program design and delivery.
• Ability to design training programs aligned with adult learning principles.

Personal Attributes:

• Team-oriented and collaborative.
• Strong problem-solving skills and adaptability.
• Agility in adapting learning strategies to changing business needs
• High patience and empathy.
• Willingness to work flexible shifts.

Additional Information

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 and 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, communities and the business.