You'll be the primary point of contact for customer product and technical questions, and just as importantly, the person who notices when a customer's need is bigger than the ticket at hand and knows how to bring in supporting teams to deliver the fuller solution.
About The Role - What You'll Do
Diagnose and resolve
Own inbound customer interactions end-to-end — effectively understand customer needs, and provide resolution to complex product questions, technical investigations, and product configuration — across chat, email, and Zoom meetings.
Diagnose root causes, not just symptoms, and use AI tools to work faster without losing accuracy or a human touch.
Maintain a high bar for quality, and follow through on every case you own.
Look beyond the ticket
Run real discovery: ask the questions that surface what a customer actually needs, not just what they asked for.
Identify when a customer's need points to a bigger product value opportunity - process redesign, deeper technical implementation, or a strategic account motion rather than a one-off fix.
Present solutions the way a customer experiences them: the reasoning, the business value, and the path forward — not a feature tour.
Customer education: Enable the customer not only on the specific solution but also on the product itself to ensure they become more independent and confident building on their own.
Drive full-scope service with supporting teams
Collaborate directly with Tech Touch teams to hand off or co-own cases that need deeper technical or strategic engagement, so the customer gets one coherent experience, not two disconnected teams.
Flag patterns and opportunities you're seeing on the ground to TT and to CX leadership, so the wider team can act on them.
Grow the craft
Build and share product and technical knowledge with the team; mentor newer teammates as you grow.
Stay current on new features, especially AI capabilities, and bring that knowledge into customer conversations.
Requirements
Must have
Service-oriented: we’re looking for candidates who are passionate about working with customers and thrive by uncovering customer needs and building solutions. If you are excited about speaking with customers, getting to know their business flows, and staying patient and empathetic in sensitive customer interactions, this is the place for you.
Ability to learn a product quickly and go genuinely technical with it — this is a baseline expectation, not a stretch goal.
Comfort with ambiguity and a fast-changing environment; you adapt rather than resist.
Strong communication skills - you can explain a technical idea clearly to a non-technical audience and vice versa.
Prior professional experience: You bring technical expertise and customer savvy.
Strongly preferred
Premium or white-glove customer support experience — you're used to owning the relationship, not just closing the ticket.
Nice to have
Customer Success experience. It's a plus, not a requirement — what matters more is that you know how to build trust and drive a conversation toward value.
What monday.com can offer you:
Join a customer-obsessed team where transparency and ownership are how we actually operate - not just things we put on a wall
Work on a multi-product suite powered by advanced AI, where what you ship reaches hundreds of thousands of customers worldwide
Competitive salary, benefits, bonus potential, and equity eligibility for many roles — we believe people should share in our success
Grow fast through a dedicated L&D team, AI workshops, bootcamps, and internal hackathons - the industry moves quick and so do we
A collaborative, global culture backed by Employee Resource Groups and workplace teams across New York, Tel Aviv, London, Munich, Warsaw, Tokyo, Sydney, and more
