FreshDesk Specialist

Short Summary

FreshDesk Specialist is an opportunity with Anonymous Employer. You'll sit at the intersection of operations, tooling, and people — translating customer pain points and team feedback into structured, scalable workflows that raise the bar on every interaction. Experience Level: Mid level Experience Length: 2 years Language Requirement: English Working Hours: Full Time – 8 to 5 Applicant Location: Kenya. Employment Type…

Key Details

• Position / opportunity: FreshDesk Specialist
• Organization: Anonymous Employer
• Country / coverage: Kenya
• Location: Kenya, Kenya
• Work arrangement: On-site
• Opportunity type: Jobs
• Sector: Information Technology
• Compensation: Not specified
• Duration: Not specified
• Start date: 2026-07-23
• Application deadline: Not specified

Description

You'll sit at the intersection of operations, tooling, and people — translating customer pain points and team feedback into structured, scalable workflows that raise the bar on every interaction. Experience Level: Mid level Experience Length: 2 years Language Requirement: English Working Hours: Full Time – 8 to 5 Applicant Location: Kenya. Employment Type: Full-time to: Head of Operations Kenya Location: Kenya Role Overview We're looking for a Freshdesk specialist to own and optimise our customer support operations. You'll be the go-to expert for our helpdesk platform — configuring workflows, analysing performance data, and ensuring every customer interaction is handled efficiently and with care. You'll sit at the intersection of operations, tooling, and people — translating customer pain points and team feedback into structured, scalable workflows that raise the bar on every interaction. What You’ll Do • Administer and configure Freshdesk — Own the end-to-end design, managing ticket workflows, automation rules, SLA policies, canned responses, and custom fields to keep the platform running smoothly. • Support and train agents on Freshdesk best practices, helping the team get the most out of the platform and onboarding new members effectively. • Monitor and report on key support metrics — first response time, resolution time, CSAT, and ticket volume — and present insights to leadership with clear recommendations • Manage integrations between Freshdesk and other tools (CRM, e-commerce, communication platforms) and own the technical relationship with Freshdesk support. • Partner with tooling and operations teams to translate process requirements into platform configurations — including helpdesk automations, routing rules, and self-service content. • Identify inefficiencies and proactively propose improvements to processes, automation, and selfservice resources such as the knowledge base. • Collaborate cross-functionally with product, engineering, and QA to ensure support teams are ready for launches, incidents, and product changes — building runbooks and escalation paths in advance. • Maintain a living library of process documentation, SOPs, and agent playbooks — keeping them accurate, accessible, and easy to act on. • Lead quality assurance initiatives — designing evaluation frameworks, running calibration sessions, and feeding insights back into training and process improvements. Candidate Profile We are looking for someone who: 2+ years of hands-on Freshdesk administration experience, including workflows, automations, and reporting • Experience with…

Responsibilities

• You'll sit at the intersection of operations, tooling, and people — translating customer pain points and team feedback into structured, scalable workflows that raise the bar on every interaction.
• Experience Level: Mid level Experience Length: 2 years Language Requirement: English Working Hours: Full Time – 8 to 5 Applicant Location: Kenya.
• Employment Type: Full-time to: Head of Operations Kenya Location: Kenya Role Overview We're looking for a Freshdesk specialist to own and optimise our customer support operations.
• You'll be the go-to expert for our helpdesk platform — configuring workflows, analysing performance data, and ensuring every customer interaction is handled efficiently and with care.
• You'll sit at the intersection of operations, tooling, and people — translating customer pain points and team feedback into structured, scalable workflows that raise the bar on every interaction.

Requirements / Eligibility

• : English Working Hours: Full Time – 8 to 5 Applicant Location: Kenya.
• Employment Type: Full-time to: Head of Operations Kenya Location: Kenya Role Overview We're looking for a Freshdesk specialist to own and optimise our customer support operations.
• You'll be the go-to expert for our helpdesk platform — configuring workflows, analysing performance data, and ensuring every customer interaction is handled efficiently and with care.
• You'll sit at the intersection of operations, tooling, and people — translating customer pain points and team feedback into structured, scalable workflows that raise the bar on every interaction.
• What You’ll Do • Administer and configure Freshdesk — Own the end-to-end design, managing ticket workflows, automation rules, SLA policies, canned responses, and custom fields to keep the platform running smoothly.

How To Apply

Use the Apply now button and follow the application instructions on the opportunity page.