Director of Technical Support
Tel Aviv-Yafo, Tel Aviv District, IL
Full Time
6 hours ago
Key skills
RAIRAGAgenticAnalyticsSaaSLeadership
About this role
Description
We are looking for a Director of Technical Support to lead our global Technical Support organization from our Tel Aviv headquarters, reporting to the VP Customer Experience.
monday.com is an AI-powered global software company helping teams manage work. Our Customer Experience (CX) team is the frontline advocate, providing deep technical expertise As we scale, this role will shape the future of Technical Support by building an AI-agentic operating model that combines human expertise with autonomous agents, targeting 90% AI containment. This leader will drive strategy, operations, tooling, and performance standards at scale, in close partnership with Product and R&D.
About The Role
Key Responsibilities:
- Own & Evolve Strategy: Define and execute the global Technical Support strategy, ensuring full ownership, high solution quality, and effective escalation/incident management.
- Lead Support Operations: Own and evolve Support Operations (tooling, WFM, QA, analytics). Redefine metrics to focus on AI containment rates and value-based impact over activity-based metrics (AHT/Volume).
- Drive AI Adoption: Lead the infusion of agentic AI into the entire ecosystem, partnering with the AI Lead to embed AI in triage, workflows, and analytics, with a focus on eliminating manual work.
- Strengthen Feedback Loops: Partner with Product and R&D to reduce friction and convert support insights into measurable product impact.
- Build High-Impact Teams: Lead and develop leaders, fostering an accountable, customer-obsessed culture of ownership and mastery. Mentor leaders for success in an AI-enhanced environment.
Requirements
Experience & Skills:
- 8+ years in B2B SaaS Technical Support leadership.
- 3+ years leading multi-layered organizations (managers of managers).
- Proven experience owning or partnering with Support Operations.
- Deep understanding of the current AI landscape (LLMs, RAG, Agentic workflows) and a creative vision for applying them to technical problem-solving.
- Experience leading AI adoption or multi-agent orchestration initiatives in Support/CX.
- Strong technical acumen, analytical mindset, and experience building scalable models and leading organizational change.
- Fluent English.