Lead, Freshdesk Systems & Support Operations

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Manage the Freshdesk configuration, administration, and strategic roadmap.

• Lead the integration of current helpdesks and tools into a singular platform.

• Create a multi-brand framework based on a shared data and process foundation.

• Implement AI solutions and develop automations to enhance handling times and quality.

• Oversee the structure and standards of the knowledge base across all brands.

• Monitor and enhance the deflection rate and customer effort metrics.

• Establish a cohesive KPI framework that includes first response, resolution, SLA, FCR, CSAT, and cost per contact.

• Develop dashboards for agents, team leaders, and senior management to track performance.

• Analyze root causes and trends, providing recommendations to support, product, and the broader business.

• Create and uphold ticket handling standards, tagging protocols, macros, escalation paths, and QA frameworks.

• Train agents and team leaders on the established support standards.

• Act as the Freshdesk liaison for support, IT, product, finance, and each brand.

• Ensure a consistent Freshdesk experience across all brands.

• Enhance response and resolution times, reduce cost per contact, increase AI and automation usage, boost self-service options, and improve leadership reporting.

⛳️ Requirements

• Demonstrated experience administering Freshdesk or a similar platform like Zendesk or ServiceNow in a busy support setting.

• Practical experience with automation, workflows, and AI-assisted support tools.

• Strong analytical capabilities, including experience in constructing reports and dashboards.

• Proven history of designing processes that teams reliably implement.

• Ability to communicate technical changes to non-technical colleagues and influence stakeholders.

• A methodical approach to managing multiple projects simultaneously.

• Experience with multi-brand helpdesk environments or post-merger integration.

• Freshdesk certification or hands-on experience with Freddy AI.

• Familiarity with Power BI, Tableau, or Looker, as well as APIs, webhooks, and CRM or billing integrations.

• Understanding of GDPR regulations as they relate to support systems.

• Background in software or payments support.

• Experience in project or change management.

• You are inquisitive, data-driven, practical, and collaborative, with a passion for simplifying complexity and enhancing experiences for both customers and colleagues.

🏝️ Benefits

• 25 days of holiday in addition to bank holidays.

• Options for hybrid and flexible working arrangements.

• Private medical coverage.

• Health cash plan.

• Life assurance.

• Access to the Calm wellbeing application.

• Employee benefits platform via Perkbox.

• Enhanced parental leave policies.

• Cycle to work scheme.

• Days allocated for volunteering.

• Employee Assistance Programme.

• Continuous learning, development, and career advancement opportunities within the ClearCourse Group.