The Director of Technical Support will lead the global Technical Support organization, focusing on AI integration and operational strategies to enhance customer experience.
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.
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.
Top Skills
AI
Llm
Rag
SaaS
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