Specialist - Bots Strategy

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.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

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

ABOUT THE ROLE

In this role, you’ll be the hands-on owner of how our AI assistant interacts, learns, and resolves user needs in EX. You’ll sit at the intersection of conversational design, data analytics, and product execution—taking full ownership of bot performance, intent fixes, and workflow configurations.

Key Responsibilities:

• Own the end-to-end AI experience for EX, including intent fixes, content development, workflow curation, and resolution outcomes.
• Create, consolidate, and refine Q&As; ensure accuracy, maintain persona & brand alignment.
• Convert Q&As into structured knowledge articles; collaborate with the Content Strategy team on external content publishing.
• Conduct independent conversation audits; diagnose content vs model issues; recommend measurable fixes.
• Configure and maintain workflows, automations, and guardrails based on defined frameworks and business requirements.
• Analyze bot KPIs (resolution, deflection, fallback) and drive improvements.
• Collaborate with Product/Engineering for bug reporting, validation, and early feature feedback.
• Support lightweight data analysis using AI tools/dashboards.
• Execute requirements from IC3s/PM4s with complete accountability.
• Run simulations and E2E tests; validate changes; prep go-lives and documentation.
• Continuously update the bot with the latest approved content, configurations, and fixes.

• 3-5 years of experience in chatbot operations, conversational design, or content/knowledge management in a B2B SaaS, preferably in CX.
• Strong skills in analyzing conversations, identifying gaps, and turning findings into actionable insights.
• Hands-on experience with ITSM platforms (preferably Freshservice) paired with strong domain knowledge to identify and scope process automation opportunities and enable self service.
• Hands-on experience creating/refining Q&As, intents, workflows, or structured knowledge articles.
• Ability to work independently with minimal guidance from IC3s/PM4s, while collaborating effectively across multiple teams.
• High attention to detail with strong verbal and written communication skills for documenting changes, observations, and reports/presentations.

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.