Our team is growing and we are looking for a Customer Experience Specialist (CXS) to join us. As a CXS, you’ll be a product expert, specializing in a specific area of the platform and providing internal support and expertise to our Customer Success Group. At the same time, you’ll act as a liaison between our Product / R&D teams, customers, and client-facing teams, working to bring the “Voice of the Customer” forward and improve our user experience on the platform.

About The Role:

• Handle escalations and assist both our clients and internal teams in cases of higher complexity. 
• Identify knowledge gaps within the CX teams and work to provide the needed resources and training to enable our teams to successfully perform their roles when engaging clients.
• Manage all internal CX communication around feature releases, being the client-facing expert on those areas, and keeping our teams constantly updated on product updates.
• Manage the process of collecting and analyzing customer feedback obtained through a variety of channels and interpret into actionable insights for our Product and CX team – identify themes, trends, and implications for the business.
• Collaborate with our Product and R&D teams on a weekly basis to monitor and improve the quality of the platform, and to keep an ongoing channel of communication to raise day-to-day trends, issues and opportunities.
• Lead special projects and other activities as needed.

• 2+ of relevant experience in client-facing roles or similar positions.
• Proven ability to analyze, interpret, and synthesize data into actionable information.
• Strong project management skills to execute in a complex business environment.
• Excellent presentation, communication, and interpersonal skills.
• Able to work cross-functionally with multiple stakeholders and interact with/present to all levels of leadership within the company.
• Experience with Looker, Redash, and other data tools - Advantage
• Self-motivated, driven, strong work ethic is a must.
• Customer-centric attitude and passionate about working with clients.

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.