Graduate Trainee - Customer Support

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, 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. And, over 4,500 Freshworks employees make this possible, all around the world. 

Fresh vision. Real impact. Come build it with us.

Job Description

The Customer Support team at Freshworks plays a key role in uncomplicating work for our customers. They troubleshoot issues, answer product-related questions, and ensure that customers have a smooth experience using our products. If you're someone who enjoys problem-solving, figuring things out, and helping others along the way, this might be a great place to start your career.

What you will do:

• Support customers by resolving queries, reproducing issues, and working with internal teams to provide timely solutions.
• Communicate effectively across email, phone, and chat to provide high-quality assistance.
• Collaborate with cross-functional teams like engineering and product to escalate and resolve complex issues.
• Keep track of common customer challenges and work proactively to improve the support experience.
• Ensure high customer satisfaction through professionalism, empathy, and ownership.

Qualifications

We’re hiring fresh graduates from the 2025 batch who are keen to start their career in a customer-facing role at a fast-growing product company.

What we look for:

• Strong communication skills — both written and verbal.
• Empathy and the ability to put yourself in the customer’s shoes.
• Curiosity and a willingness to learn new tools and technologies.
• Ability to stay organized and thrive in a fast-paced environment.
• Flexibility to work rotational shifts based on business needs (This is absolutely mandatory because shifts and regions will be allocated based on business requirements).
• Internship experience in a B2B/product company or prior exposure to customer support (This is good to have, not mandatory).
• No standing arrears.

Additional Information

• Shortlisted profiles will be invited to a screening assignment. We will send out invites in a periodic manner and give up to one week to complete it.
• We will plan two recruitment events at our office in Chennai - these will be held over two Saturdays. If you are shortlisted from the assignment round, please plan to make yourself available for one of these two dates (we will give advance notice by at least 1 week).
• The role will be based out Chennai and if hired, you will be expected to work out of our office 5 days a week.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. 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.

Experience Level

Entry Level