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Company Description
About Freshworks
Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. More than 50,000 companies – from startups to public companies – around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).
Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.
Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).
Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.
Job Description
The Online Community Specialist plays an important role in supporting growth and development of the Freshworks Online Community and its ever-growing number of customer members. He or she will report to the Senior Director of Customer Engagement and also work with the Online Community Lead to provide key operational and engagement support across a variety of initiatives. This includes the promotion and organization of the online community and also substantial involvement in the crucial everyday work behind community engagement, content moderation, and structural maintenance.
Moderate community platform and forums to ensure compliance with community standards
Engage actively with users over posts and topics across the community to promote higher levels of customer engagement
Organize events and discussion threads on key topics of note as dictated by an overall content strategy
Regularly audit the structural functioning of the community to swiftly report site issues, outages, and other gaps in quality
Facilitate community outreach by building relationships with community members/users for special engagement and information-gathering sessions
Collaborate with internal stakeholders to help manage their organized involvement in community activities
Partner with the Customer Marketing Team to assist with content creation for online community posts, articles, and events
Manage a myriad of administrative tasks necessary to the smooth functioning of the community infrastructure
Manage and update the community calendar and assist in distribution of newsletter with internal stakeholders.
Qualifications
Bachelor’s Degree required
2+ years experience authoring customer-facing content in some capacity
2+ years experience engaging with customers across a wide of scenarios, including escalated situations
2+ years experience in the fields of Customer Experience, IT, or Sales and Marketing
Excellent and demonstrable written and verbal communication skills
Extremely organized and detail-oriented with a proven ability to successfully balance multiple mini-projects simultaneously
Extremely efficient in work output, ideally with a background in work environments where deadline and/or responsiveness SLAs were used as part of the performance evaluation process
Highly autonomous and dependable
Previous experience with social media or community engagement strongly preferred
Wide technical familiarity with one or more Freshworks products strongly preferred
Design experience is a plus
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 or 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, our communities and our business.
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.
