Company Description

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, Recent 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 Description

Impact you can create
Escalations are defining moments in the enterprise lifecycle. In this high-visibility role, you won't just manage crises—you will be the strategic anchor that turns high-pressure, ambiguous technical failures into opportunities for trust-building and systemic improvement. Operating across a matrixed global organization, your learning agility and cross-functional leadership will directly protect revenue, influence product roadmaps, and safeguard the Freshworks brand. By joining us, you will:
- Turn Crisis into Customer Loyalty: Act as the ultimate single point of accountability, transforming chaotic, multi-stakeholder escalations into highly coordinated journeys toward full system stabilization.
- Bridge the Enterprise Ecosystem: Shatter operational silos by comm

📌 Lead - Escalation Desk (Chennai)
🏢 FreshWorks
📍 Chennai