Lead, Community Management (d/f/m)

To help them grow. Software is a choice that can make or break a business. Business software has become a blocker instead of ways to get work done. With a fresh vision for how the world works. At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. 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. Fresh vision. Job Description Freshworks is seeking a Voice of Customer (VoC) Analyst to support our efforts in capturing, analyzing, and leveraging customer feedback to drive product improvements and enhance customer experience across our suite of products. Customer Feedback Analysis Develop and implement a comprehensive survey strategy for collecting, analyzing and reporting out on NPS, CSAT, CES feedback across our product portfolio Evaluate enterprise software technologies that could help us refine our listening signals and automate our reporting and measurement capabilities. Partner closely with Product Management, Engineering, Marketing, Sales, and Customer Success teams to ensure alignment on VoC strategies. Utilize insights from customer feedback to drive product improvements, enhance customer experience, and increase customer satisfaction and loyalty. Bachelor\’s degree in Business Administration, Marketing, or related field; Master\’s degree preferred. ~3-5+ years of experience in customer experience, market research, or related roles in the B2B or B2C tech industry. ~ Strong analytical skills with the ability to derive actionable insights from customer feedback data. ~ S. and India, with the ability to travel as needed. 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. #