Customer Experience Team Lead

monday.com | $85,000-$100,000

Steph's Notes:

Y'all know by now that it doesn't sit well with me when leadership roles are well-compensated and frontline roles are not.

Original Job Description: Customer Experience Team Lead

About The Role

monday.com is looking for our next exceptional manager with a passion for developing others, building effective teams, and helping us uphold and surpass our commitments to the customers we serve.

There are a few things we take really seriously here at monday.com: building an amazing product and providing the best possible service to our customers. Our clients love our product, and it's incredibly unique (and fun) to provide support in an environment where the vast majority of interactions are so positive.

Please note that this is a hybrid position of 3 days/week in our Denver office

• Lead, coach, motivate and support team members to achieve success and develop
• Communicate transparently with leadership on business issues and potential solutions
• Optimize measurement and analysis of reports to ensure KPIs are being hit
• Take full ownership over their team and work.
• Impacting team member performance, growth, learning and development through coaching and mentorship
• Driving exceptional teamwork and collaboration while keeping everyone aligned on our mission
• Be guided by our customers’ experience as well as the department and company’s broader interests in every day-to-day task, interaction and project
• Provide timely feedback geared towards team member enhanced performance, teamwork technical skills and overall impact
• Communicate clearly and effectively, aligning team members around our strategy, collective and personal goals and KPIs
• Effectively measure performance, make decisions and optimize our impact utilizing different data points and sources
• Proactively invest time and effort towards staying up to date with relevant knowledge and know-how geared towards making each of their team members better through feedback and processes optimization
• Hire and onboard new employees
• Cultivate an energized and positive culture for our team, focused on collaboration, team building, inclusivity and fun!

Your Experience & Skills

• 2+ years of experience in managing a customer support team. Experience with client facing organizations.
• Should be familiar with customer success and customer support.
• Excellent team player with strong leadership skills.
• Must be detail oriented and have strong project management skills needing minimal supervision.
• Passion for customer experience, empowering others, and delivering value to customers.
• Excellent critical thinking skills; able to break down business problems and create solutions that align to business goals.
• Exceptional communication skills and ability to work across groups and geographies.

What monday.com can offer you:

• Opportunity to join a well-funded, proven company with big ambitions, competitive salary and benefit package, bonus potential, and eligibility to take part in the company equity incentive program
• Amazing company culture that values transparency and collaboration while never forgetting to have fun while we work!
• Monthly stipends for food, wellness, and commuter work
• Fully dedicated learning and development team that provides opportunities for our employees to hone and gain new skills
• Award winning work environment - named a "Best Place to Work" by BuiltIn as well as "Great Place To Work" certified
• We foster diversity, inclusion, and belonging through our Employee Resource Groups in addition to providing access to resources and education to support our team, facilitate conversations, and encourage understanding
• A global work environment with employees in Tel Aviv, New York, San Francisco, Miami, Chicago, Denver, London, Kiev, Sydney, São Paulo, and Tokyo

For Colorado-based hires only: Compensation Range: $85,500-100,000 base salary, subject to standard withholding and applicable taxes.

In addition to base salary, the role includes opportunity to receive and/or earn a discretionary bonus and/or equity based on Company’s plans and in accordance with Company’s policies. Compensation finally awarded to the candidate will be commensurate with the candidate’s skills and experience. Compensation ranges for candidates in locations outside of Colorado may differ based on the cost of labor and such additional factors for such other locations. Visa sponsorship for this role is currently not available.

monday.com is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, military or veteran status, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws.