Monday Product Lead - CRM Communication 

United Kingdom, England, London 

495728090

As an RTS, you’ll be the go-to technical expert for a specific domain within the monday.com platform. You'll own escalated cases from our support teams, collaborate closely with R&D, and lead initiatives that improve product quality, reduce friction, and enable scale.

What you’ll do:

• Investigate complex technical issues escalated from our global CX team using tools like Chrome DevTools, API logs, and internal monitoring systems.
• Become a subject-matter expert (SME) in a product domain (such as Automations, Boards, APIs, Auth, Marketplace), with deep product understanding and tight collaboration with the relevant R&D squad.
• Collaborate cross-functionally with a wide range of stakeholders — including R&D, Product, Account Managers, CSMs, Implementation Consultants, Ops, and Data teams — adapting your communication style and focus to match the audience.
• Identify areas of opportunity and drive initiatives that reduce ticket volume, increase efficiency, or improve the customer experience.
• Shift seamlessly between urgent escalations and long-term strategic work, using judgment to focus your efforts where they’ll have the most impact.
• Analyze data to detect trends, discover root causes, and support decision-making around product fixes or support enablement.
• Create and maintain documentation, build training materials, and enable lower-tier support teams to handle more technically complex cases independently.
• Join calls with customers and internal stakeholders as a trusted technical expert, especially in critical or sensitive situations.
• Own and improve internal processes around escalations, bug management, and communication between technical and customer-facing teams.

• 4–5 years of experience in technical support or similar roles (SaaS/B2B preferred).
• Strong troubleshooting skills and critical thinking.
• Experience performing bug investigations and root cause analysis, and communicating findings to both technical and non-technical audiences.
• Solid understanding of APIs (GraphQL is a plus), authentication protocols (OAuth, SAML), and software integrations.
• Strong data-driven mindset — able to explore, analyze, and present insights to guide decisions; SQL, Redash.
• Proven ability to work with a wide range of stakeholders — including R&D, Product, Account Managers, Customer Success, Implementation, and Ops — with excellent interpersonal and communication skills.
• Comfortable with fast context switching, managing escalations while also contributing to strategic initiatives.
• Experience with process building and improvement to support operational efficiency.
• High ownership mentality, proactive attitude, and ability to work independently while collaborating closely with others.