Lead, Freshdesk Systems & Support Operations

ClearCourse

. Own the Freshdesk configuration, administration and roadmap .

Posted 11/6/2026full-timeRemote • United KingdomSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Freshdesk administration and configuration, with a strong focus on automation, reporting, and process design. Proven ability to manage multi-brand helpdesk environments while improving customer support metrics and team performance.

Highest-signal resume keywords

Freshdesk AdministrationAutomation and WorkflowsReport and Dashboard BuildingMulti-Brand Helpdesk ExperienceFreshdesk Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

FreshdeskAutomationWorkflowsAI-Assisted Support ToolsProcess DesignKPI Framework DefinitionTicket Handling StandardsData AnalysisProject ManagementGDPR Knowledge

Soft Skills

Analytical SkillsCommunicationCollaborationInfluencing StakeholdersCuriosity

Tools & Technologies

Power BITableauLookerAPIsWebhooksCRM IntegrationsBilling Integrations

Certifications & Qualifications

Freshdesk Certification

Industry Keywords

HelpdeskCustomer SupportPost-Merger IntegrationSoftware SupportPayments Support

Tech Stack

Tools & technologies

ServiceNowTableau

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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