Lead - Business Analyst

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 DescriptionJob DescriptionWe are seeking a highly skilled Business Analyst to join our dynamic team. In this pivotal role, you will leverage your analytical prowess to drive strategic initiatives and optimize operational efficiencies across the organization. As a Business Analyst, you will serve as a key liaison between various stakeholders, ensuring that business needs are accurately captured and translated into actionable solutions. You will play a critical role in the development and implementation of data-driven strategies that align with our organizational goals.Roles & Responsibilities:Develop and implement regular reporting of KPIs for Customer Support performance metrics Drive solutions with the Customer Support Operations and Enablement teams to improve customer experience & drive customer retention.Operate autonomously within the team, driving informed decisions with accountability; contributing effectively to the team's overall goalsCreate, maintain, and present documentation, including: SOPs, rules of engagement, and process workflows to ensure adherence to internal policiesProactively define and execute projects spanning systems, data management, and business process automation to improve operational efficiency, reduce errors, and minimize wasted cyclesManage global stakeholder communication across multiple lines of business/time zones by establishing clear communication channels.Encourage stakeholders to think big in developing or redesigning processes and systems that can create transformational business impactQualifications5+ years of relevant work experienceMust have familiarity with database technologies and tools (SQL/R/PYTHON etc.), data transformation and processingMBA from a top-tier college or a Bachelor’s degree from a top-tier university with relevant work experienceStrong data background with skills to effectively collect, analyze, interpret, and leverage data to drive decision-makingTrack record of developing and managing complex data projects with multiple stakeholders successfullyAbility to work on data and make key choices based on the business contextWork experience in the Software and SaaS industries is a plusPassion for technology and for pushing new concepts, products, and servicesStrong bias toward collaboration and ability to work effectively in a cross-functional & dispersed teamPositive attitude, self-starter, and high emotional intelligence (EQ)Excellent interpersonal skills and ability to drive consensus with internal and external stakeholdersExperience with a visualization tool such as Tableau, Spotfire, Power BI, etc. Additional InformationAt 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.