Company Description

About Freshworks

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience ]CRM) and employee experience (ITSM, HRSM). Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system). Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.

While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation. Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.

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 or 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, our communities and our business.

Job Description

Freshworks is seeking a Lead Data Scientist with expertise in Natural Language Processing (NLP) and advanced AI techniques to join our dynamic team. In this pivotal role, you will drive the development of cutting-edge solutions involving retrieval-augmented generation (RAG), large language models (LLMs), and agentic AI for our innovative bots platform. You will leverage your deep knowledge and experience to tackle complex challenges, deliver impactful results, and shape the future of conversational AI technology.
Key Responsibilities:

• Strategic Problem Solving: Identify and define critical business problems that can be addressed through advanced machine learning and NLP techniques. Translate complex requirements into actionable data science projects.
• Advanced Model Development: Design, develop, and deploy sophisticated NLP models, including LLMs and retrieval systems, for applications such as answer generation and conversational AI. Utilize RAG methodologies to enhance model performance and accuracy.
• Algorithmic Expertise: Apply your deep understanding of machine learning algorithms, statistical methods, and mathematical principles to create innovative solutions that address real-world problems and drive user engagement.
• Collaboration and Leadership: Partner with product managers, engineers, and business stakeholders to understand requirements, define success metrics, and ensure alignment with business objectives. Lead cross-functional teams to deliver end-to-end solutions.
• System Architecture and Scalability: Oversee the integration of machine learning models into production systems. Collaborate with engineering teams to build scalable, high-performance data pipelines and ensure robust deployment of models in live environments.
• Research and Innovation: Stay at the forefront of research in NLP, AI, and related fields. Contribute to the advancement of the company's technology stack and explore new methodologies to maintain a competitive edge in the industry.

Qualifications

• Experience: Minimum of 6 years of experience in data science, with a strong focus on NLP, machine learning, and AI technologies. Proven track record of developing and deploying NLP models and working with large-scale data systems.
• Technical Skills: Expertise in machine learning frameworks (e.g., TensorFlow, PyTorch), NLP libraries (e.g., spaCy, Hugging Face Transformers), and experience with retrieval-augmented generation (RAG) techniques. Proficiency in programming languages such as Python and familiarity with big data technologies (e.g., Hadoop, Spark) is required.
• Education: Master's or Bachelor's in Computer Science, Data Science, Statistics, or a related field.
• Leadership: Demonstrated ability to lead complex projects and mentor junior data scientists. Strong problem-solving skills and a strategic mindset.
• Communication: Excellent verbal and written communication skills. Ability to convey complex technical concepts to non-technical stakeholders and collaborate effectively across teams.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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.