Lead - Business Systems Services

Lead - Business Systems Services

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

We are looking for a hands-on Salesforce Administrator with strong development skills who can own the technical health, scalability, and performance of our Salesforce platform. This role is ideal for someone who thrives in core Salesforce configuration and custom development (Apex, Flows, SOQL) while collaborating with business teams to deliver high-impact solutions. Your primary focus will be on Salesforce administration and development, with secondary exposure to GTM (Go-To-Market) systems such as Marketo, Outreach, and other integrated sales/marketing tools.

Key Responsibilities Core Salesforce Administration & Development

• Design, develop, and maintain Apex classes, triggers, Flows, Lightning components, and SOQL queries
• Configure Salesforce objects, fields, page layouts, record types, security model, validation rules, and automation
• Troubleshoot and resolve complex technical issues, acting as an escalation point for the admin/support team
• Manage release cycles, deployments, and sandbox refreshes following Salesforce best practices
• Monitor system performance, integrations, and error handling

Business Engagement & Solution Design

• Partner with business users to understand requirements and translate them into technical solutions
• Implement automation and process improvements to streamline GTM workflows
• Support integrations between Salesforce and other enterprise applications (Marketo, ERP, etc.)
• Maintain high standards for data integrity, governance, and security

Continuous Improvement & Innovation

• Evaluate Salesforce releases and AppExchange solutions for potential adoption
• Identify opportunities for optimization in Apex, Flows, and integrations
• Provide technical guidance and mentoring to junior admins or analysts
• Document solutions, configurations, and custom code for maintainability

Qualifications

• 5+ years Salesforce administration and development experience
• Proven expertise in Apex scripting, Flow automation, SOQL, and declarative tools
• Salesforce Certified Administrator required; Platform App Builder and Platform Developer I preferred
• Strong understanding of Salesforce security, data model, and API integrations
• Experience with GTM tools (Marketo, Outreach, ZoomInfo) is a plus but not mandatory
• Strong analytical, problem-solving, and troubleshooting skills
• Bachelor's degree in Computer Science, Information Systems, or related field

Preferred Experience

• Building and maintaining integrations via APIs or middleware
• Working with large data sets and optimizing queries for performance
• Exposure to ERP systems or enterprise GTM processes
• Experience delivering medium-to-large scale Salesforce projects end-to-end

Additional Information

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.