Lead, Freshdesk Systems & Support Operations

Job not on LinkedIn

🔥 11 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

ClearCourse

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

💳 Fintech

🤝 B2B

💰 Private equity on 2018-12

SaaS • Fintech • B2B

ClearCourse is a group that acquires, builds, and operates sector-specific software businesses (vertical SaaS) aimed at helping small and medium businesses run operations and grow. Their product suite combines industry-tailored software for sectors such as field services, healthcare, hospitality, retail, sports & leisure, and public sector/not-for-profit with embedded payments and growth tools. They provide centralised support (HR, finance, payroll, cybersecurity, legal and compliance) to acquired businesses and position themselves as a platform to scale founders’ software businesses while improving customer operations and payment experiences.

📋 Description

• Own the Freshdesk configuration, administration and roadmap • Lead migration of existing helpdesks and tools into one platform • Design a multi-brand model on a shared data and process foundation • Deploy AI and build automations to improve handling time and quality • Own knowledge base structure and standards across every brand • Track and improve deflection rate and customer effort • Define a unified KPI framework covering first response, resolution, SLA, FCR, CSAT and cost per contact • Build dashboards for agents, team leaders and senior management • Identify root causes and trends and provide recommendations to support, product and the wider business • Create and maintain ticket handling standards, tagging, macros, escalation paths and QA frameworks • Train agents and team leaders on support standards • Serve as the Freshdesk point of contact for support, IT, product, finance and each brand • Deliver one consistent Freshdesk environment across all brands • Improve response and resolution times, cost per contact, AI and automation adoption, self-service and leadership reporting

🎯 Requirements

• Proven experience administering Freshdesk, or a comparable platform such as Zendesk or ServiceNow, in a busy support environment • Hands-on experience with automation, workflows and AI-assisted support tools • Strong analytical skills, with experience building reports and dashboards • A track record of designing processes that teams actually adopt • The ability to explain technical changes to non-technical colleagues and influence stakeholders • A structured approach to managing several projects at once • Experience with multi-brand helpdesks or post-merger integration • Freshdesk certification or hands-on Freddy AI experience • Familiarity with Power BI, Tableau or Looker, plus APIs, webhooks and CRM or billing integrations • Knowledge of GDPR in support systems • Experience in software or payments support • Project or change management experience • You are curious, data-led, pragmatic and collaborative. You like simplifying complexity and making things better for customers and colleagues alike.

🏖️ Benefits

• 25 days holiday plus bank holidays • Hybrid and flexible working options • Private medical cover • Health cash plan • Life assurance • Access to the Calm wellbeing app • Perkbox employee benefits platform • Enhanced parental leave • Cycle to work scheme • Volunteering days • Employee Assistance Programme • Ongoing learning, development, and career progression across the ClearCourse Group

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume