When a patient is rushed into an operating room after an emergency, they aren’t treated by a single doctor, left alone to diagnose and triage what’s wrong; it’s a team of skilled surgeons, leaning on one another’s strengths.
For Monica Royal, a customer experience advocate, tackling a customer experience problem at monday.com feels a little like stepping into an operating room, with an elite team by her side.
“Even though we might be supporting different ‘patients’ or users, we are doing similar work and constantly bouncing ideas off one another,” Royal said.
On Royal’s team, each member has unique strengths and specialties when it comes to different features of the popular work management platform used by teams for project management, task tracking, and team collaboration.
“Our job is all about investigation: digging into symptoms, using internal tools to diagnose the issue and coming up with the best solution for the user,” Royal said. “At the end of the day, we are here to support and guide our users, with the ultimate goal of improving their overall experience with the platform.”
Customers of monday.com have an extensive support network on hand. The customer experience team consists of over 400 people, spread across 10 locations around the world. Their primary objective is to assist users through chat and email when they have questions or when they just want to learn more about the customizable productivity platform.
Shaked Salem, a customer experience advocate, shared a recent story that highlights her team’s quintessence.
The team was faced with a backlog in the technical support queue, which meant that they needed to balance the need for timely responses for the current tickets while proactively mitigating high volumes of tickets going forward.
“Team members from different sites jumped into action,” Salem said. She explained that one group got to work identifying tickets that could be deescalated and handled by non-technical agents, quickly resolving the lion’s share of the problem.
“Meanwhile, some of us analyzed those tickets to identify patterns and opportunities for improvement,” Salem added. “From there, we started working with the knowledge team to update documentation and reduce repeat issues. It was a great example of how we work together, adapt quickly and think long-term — all while keeping the customer experience front and center.”
The results spoke for themselves. The team successfully decreased the outstanding cases from 500 to fewer than 60.
When the team is working in a flow state, Salem said she sees their work as a collaborative feast.
“I’d compare our team to a potluck dinner — everyone brings something different, and it’s the variety that makes it so great,” Salem said. “We lean into each other’s strengths, share knowledge freely, and always come together to create something that works. When a solution isn’t clear, we get creative, try new combinations and find a way to help the customer reach their goal.”
Veronica Quintana, technical support engineering team lead, added that the team’s brainstorms were critical to successfully getting through the support backlog.
“Our challenges are tackled via an iterative cycle of brainstorming, strategy implementation and result analysis sessions,” Quintana said.
Starting The Day Off Right
The customer experience team at monday.com has a morning ritual — they sit down together for breakfast. “The rest of the office now lovingly refers to it as the CX table,” Monica Royal said. “That sense of connection naturally carries into our workday. It’s a moment to connect, catch up, talk through new features or product updates, ask questions and bounce around workflow ideas.”
Working together to identify the problem, playing to one another’s strengths and sharing ideas are core tenets of the customer experience team at monday.com. But what makes monday’s customer experience team stand out from the rest isn’t its divide-and-conquer approach; it’s the way the team always ensures every member feels supported, especially during challenging moments.
“When someone is stuck or feeling overwhelmed, we have built resources to help, created spaces to groupthink tricky tickets and have made it a norm to be there for each other — whether that is for brainstorming or just having a place to vent,” Royal said. “That internal support really helps us show up for our users with empathy and care, which is a huge part of monday’s larger culture.”
Quintana had a quote that came to mind when asked what it’s like to work on the customer experience team.
“‘The journey of a thousand miles begins with a single step,’” she said. “I love this quote to describe my team and their solutions-driven learning styles, in particular because it also pretty accurately equates product and technical learning to a thousand-mile journey!”
Solving customers’ problems often begins with taking a small step. But it’s easier to keep going forward when you have dozens of hands ready to catch you if you fall.
“The culture of collaboration and constant learning encourages those steps to be taken comfortably,” she said. “Everyone on my team has a lot of knowledge, but we’re all still on our journeys, and taking those steps together means we all get to improve on the path with a strong group of collaborators alongside us.”
