Analyze the current support setup and restructure the support department processes
Configure and optimize Freshdesk, including SLA rules, automation, and AI-based features
Build and maintain a knowledge base for internal and client-facing support needs
Improve and standardize the client onboarding process
Handle L2/L3 support tickets and ensure high-quality issue resolution
Coordinate support workflows and contribute to better team performance and accountability
Define and track key support quality metrics such as CSAT, NPS, SLA compliance, and onboarding efficiency

5+ years of experience in a support or customer service role, preferably in a technology services company
Experience with Freshdesk or similar ticketing/help desk platforms, including SLA setup, automation, and workflow optimization
Ability to build and structure a knowledge base and improve support documentation
Experience with client onboarding process improvement and service quality metrics
Strong problem-solving skills and ability to handle L2/L3 support tickets independently
Leadership mindset with the ability to coordinate support processes and improve team performance

Lead Support Specialist

Key skills