Freshdesk Systems & Support Operations Lead

ClearCourse; United Kingdom; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work

Private medical

Health cash plan

Cycle to work

Volunteering days

Learning & development

Job summary

ClearCourse is seeking a Freshdesk Systems & Support Operations Lead to unify and optimise our multi-brand helpdesk platform.

You will own Freshdesk configuration, governance, and migration of legacy desks into one, standards across brands, and KPI-driven reporting for leadership and agents alike.

Ideal candidates combine hands-on platform mastery with analytic rigor and the ability to influence multiple teams in a hybrid working environment.

Qualifications

• Proven experience administering Freshdesk in a busy support environment.
• Hands-on experience with automation and AI-assisted support tools.
• Strong analytical skills with experience building reports and dashboards.
• Ability to explain technical changes to non-technical colleagues and influence stakeholders.
• Structured approach to managing several projects at once.

Responsibilities

• Own the configuration, administration and roadmap and lead the migration of existing helpdesks 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 the knowledge base structure and standards across every brand.
• Track and improve deflection rate and customer effort.
• Define a KPI framework across brands and build dashboards for stakeholders.

Skills

Freshdesk admin

Automation

Data dashboards

Stakeholder mgmt

Project mgmt

Tools

Freshdesk

Zendesk

ServiceNow

Job description

Freshdesk Systems & Support Operations Lead

Build one support platform for many brands.

ClearCourse Customer Support is bringing several businesses and brands together under one support structure. We need someone to own Freshdesk and make it work: one platform, consistent standards, and a better experience for customers and agents.

This is a rare chance to design a multi-brand helpdesk from the ground up, not inherit someone else's mess. You will shape the platform, the processes around it and the data that leadership relies on.

What you will do

Own and shape the platform

• Own the configuration, administration and roadmap and lead the migration of existing helpdesks and tools into one platform,
• Design a multi-brand model on a shared data and process foundation

Put AI and automation to work

• Deploy AI and build automations to positively impact handling time and quality

Help customers help themselves

• Own the knowledge base structure and standards across every brand
• Track and improve deflection rate and customer effort

Turn data into decisions

• Define one KPI framework across brands (first response, resolution, SLA, FCR, CSAT, cost per contact) and build dashboards for agents, team leaders and senior management
• Find root causes and trends, and turn them into clear recommendations for support, product and the wider business

Set the standard

• Create and maintain ticket handling standards, tagging, macros, escalation paths and QA frameworks, and train agents and team leaders to use them
• Be the go-to person for Freshdesk across support, IT, product, finance and each brand

You will have:

• 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

It would be great if you also have:

• 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.

What success looks like

• One consistent Freshdesk environment, live across all brands
• Faster first response and resolution, and lower cost per contact
• Growing use of AI, automation and self-service
• A single trusted source of reporting that leadership uses to make decisions
• Documented, standardised processes followed
• 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