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Monday.com is an AI work platform used by 250,000+ customers to manage workflows and deploy AI agents at scale. The company is seeking a Technical Customer Experience Manager to join the CX-Technical Touch (TT) organization.
In this role, you will be the primary point of contact for customers with complex product and technical questions. You'll own inbound customer interactions end-to-end across chat, email, and video calls, diagnosing root causes and providing resolution to intricate product configuration challenges and technical investigations.
Key responsibilities include:
• Diagnose and resolve complex customer issues by understanding root causes, not just symptoms. You'll leverage AI tools to work efficiently while maintaining quality and a human touch.
• Look beyond individual tickets by running discovery conversations to surface what customers truly need. You'll identify when a customer's need represents a larger product value opportunity—such as process redesign, deeper technical implementation, or strategic account expansion—rather than a one-off fix.
• Present solutions in business terms: explain the reasoning, articulate business value, and outline the path forward rather than simply touring features.
• Enable customer independence through education on both the specific solution and the broader product, so customers become confident building on their own.
• Collaborate with Tech Touch teams to hand off or co-own cases requiring deeper technical or strategic engagement, ensuring customers experience one coherent service rather than disconnected teams.
• Flag patterns and opportunities you observe to Tech Touch and CX leadership so the wider team can act on them.
• Build and share product and technical knowledge with the team, mentoring 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 mindset with genuine passion for working with customers and uncovering their needs to build solutions
- Ability to learn a product quickly and engage genuinely at a technical level (baseline expectation, not a stretch goal)
- Comfort with ambiguity and fast-changing environments; you adapt rather than resist
- Strong communication skills: ability to explain technical ideas clearly to non-technical audiences and vice versa
- Prior professional experience demonstrating technical expertise and customer savvy
Strongly Preferred:
- Premium or white-glove customer support experience where you owned relationships rather than just closing tickets
Nice to Have:
- Customer Success experience (a plus, not required; what matters more is your ability to build trust and drive conversations toward value)
