Looking to take a new route in your career is exciting, nerve-wracking, and usually filled with some uncertainty.
We want your experience interviewing with our CX team to be clear and straightforward, so we can hopefully skip the nerve-wracking parts! In this post, we’ll be covering the basics of the role, what a day in the life of a CX team member looks like, and some other FAQs. So let’s dive in! Here’s what you can expect from the CXA role:
The role:
The CXA role is a dynamic, fast-paced role, which puts you in the heart of the action. You’ll be the first person our customers interact with, representing our company and our ethos of ‘Customer First, Customer Always’. You’ll work across all different industries and team sizes, helping to ensure our customers get the best out of our platform. Whether you’re working with customers one-on-one via chats, emails, screenshares, or calls, or interacting on a one-to-many basis via our webinars, you’ll have a measurable impact on our customers and their experience with monday.com.
The CXA role also has a huge amount of growth potential and can lead you into many different roles and areas within the CX team, other client-facing roles, and more! Best of all, you’ll get to work with our vibrant, motivated, and diverse CX team all around the globe!
The process:
Transparency is one of our most important values, and we want to reflect that throughout our hiring process. Be sure to come prepared, show us your passion, and most of all — be yourself! Who you are is just as important as what you’ve done.
Phone interview:
In this initial stage, you’ll speak with one of our recruiters, who will be your contact throughout the interview process. This is where we get to know you, your background, and what attracted you to the role.
Tip: Come prepared to express your “why,” aka, your motivation for becoming a CXA at monday.com
Learn more:
- Our culture and values
- Our top 4 must-read monday.com customer stories
- Stories Worth Telling: Watch and listen to how our product changes the lives of our users and impacts their day-to-day work.
At-home assignment:
This is where you get know the platform and show us how creative you can be! monday.com’s customizable nature is what sets it apart from competitors, so there’s no “wrong” answer here. Dive in and explore just how much you can do! Successful CXAs are able to think on their feet, investigate, and tailor the platform to the customer’s needs through different solutions and workarounds. And this is your opportunity to show us you can do just that!
Tip: Just as important as explaining your answer is explaining how you got there.
Check out these resources to help you out!
- Basic Webinar led by our very own CXM Gabby Block!
- Get started with monday.com
CX professional interview:
Here’s where you’ll meet with one of our amazing CX Team Leads! At this stage, we would like to get to know you a bit more, your motivation for the role, and your customer orientation. You can expect more professional questions, like how you would approach different situations with our customers.
Tip: If you aren’t sure how you’d handle specific scenarios, don’t be afraid to ask some questions!
CX leadership interview:
We’re extremely proud of what we’ve built, and we want to make sure every new member of our team shares our values and is motivated to help us do great things. You may be asked more specific questions about past experiences and what you learned from them, as well as more hypothetical scenarios with customers.
Tip: Come prepared to express what’s important to you at a job — how you like to be managed, what motivates you, what success means to you.
Final interview:
This is the last interview in the process, and you’ll be back with an HR recruiter. This interview is intended to see how you and your career goals will fit into our company and culture overall. You may be asked questions that are focused on you as a person, rather than just your professional experiences.
Tip: Be yourself! Authenticity shines through in this stage!
Check out this video on our HR’s approach to interviewing Here!
Reference check:
In this final stage, HR will reach out to two of your previous managers to learn more about working with you and how we can set you up for success here at monday.com!
Offer:
Congratulations! At this stage, you’ll receive an official offer, and we’ll explain all of the details of the proposal, including benefits, working structure, and compensation. This is your chance to ask any final questions before accepting, so don’t be shy!
Welcome to the team!
Now that you’ve been hired, what can you expect from a typical day? One of the best things about being a CXA at monday.com is the dynamic nature of the role. Your North Star each day is to drive your customer interactions toward resolution and to push the department towards providing exceptional experience through innovative ideas and opportunities to improve. This requires ownership, creative thinking, personalization, a growth mindset, and comfortability with communication across various channels. Let’s break it down and discuss what you might encounter on an average day!
Morning
Grab breakfast and a coffee in the cafeteria, then say hi to your teammates and settle in! Most Team Members will log on a few minutes early to check Slack DMs and review any updates for the day.
9:00 – 11:00 Emails
First up, helping our customers on Emails! One example interaction can be – You come across a customer asking about a specific feature. You take some time to test it out in your own monday.com workspace to understand it better. It’s a little complicated, and the customer seems confused. You want to make sure they are confident utilizing monday.com, so you respond with a customized, educational screen recording you create and send to them thet demonstrates all of the feature’s capabilities.
11:00-11:30 Team Huddle
Every week, you meet with your team and team lead for a Huddle that offers a unique focus on topics ranging from team performance and opportunities for improvement, learning, and personal growth to celebrating accomplishments and reflecting on lessons learned. It is customary for one team member to take the stage and deliver a presentation on a topic geared toward enhancing our collective growth.
11:30 – 13:00 Live Chat
Live Chat is a fast-paced channel that keeps you on your toes. It’s a busy day, and time flies by until you notice you’ve been chatting with the same customer for 20 minutes.
They have an interesting workflow that’s hard to visualize via Live Chat. You know you can help them, but you need to see more. You send them a link to your personal Calendly and they book time to meet with you over Zoom next week.
13:00 – 14:00 Lunch
It’s time for lunch! This is a great opportunity to spend more time with your CX team members and other monday colleagues to get to know them and catch up!
Afternoon
14:00 – 15:00 Emails
After lunch, you’re back on Emails to check for customers who responded to you! A couple of cases you’ve been working on have been resolved, while others require more investigation and research. The customer you sent the screen recording to this morning has responded to thank you — it was just what they needed!
15:00 – 16:30 Live Chat
You close out your day with Live Chat. Your teammate next to you has a customer with a challenging use case, and they ask you for help. You have a few minutes free, so you sit with them and work through the conversation together. You take a few more chats before wrapping up your day!
16:30 – 17:00 Screenshare
A customer you worked with last week booked a screenshare with you for today to get help setting up their Dashboard. You pull up the mock Dashboard you created to share with them, and together you brainstorm the best configuration to display their company’s sales targets. They leave happy and satisfied with the level of personal and tailored experience you provided!
17:00-18:00 Weekly Knowledge Time
It’s time to work on your personal growth and performance! In the CX department, we value a growth mindset and focus on finding personal opportunities for improvement, learning from trends, and flagging innovative ideas to push the entire team to success.
Every week, you will have time on your calendar to review the most recent product and knowledge updates to ensure you’re on top of all recent changes and provide the most accurate solutions to our customers.
This is also the time to see how you can provide an even more exceptional experience—review your previous interactions, performance, and KPIs and see if there are any areas you feel more comfortable with or what areas you’d like to work on more with the help and guidance of your team lead.
We believe in growing our people and love putting an effort into equipping them with all the skills required for the CXA role and any role you may have in the future!
Keep in mind, the beauty of monday.com CX is that no two days are the same. Along with working on various channels of communication and meeting with customers on screenshares, you’ll also have a weekly 1:1 with your Team Lead, your team Huddle, and training to complete as you continue to build your product knowledge and personal skills. As you advance through your CX journey, you’ll have opportunities to explore your interests, join a specialized team, mentor a new joiner through our Buddy Program, and more!
Interested? We’d love to see you apply!
We are always looking for new people to join our global team and are often hiring at different hubs around the world. If you think you’d be a good fit, click here to check out our open positions and apply!
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