Looking to take a new route in your career is exciting, nerve-wracking, and usually filled with some uncertainty.<\/p>\n
We want your experience interviewing with our CX team to be clear and straightforward,\u00a0so we can hopefully skip the nerve-wracking parts!\u00a0In this post, we\u2019ll 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\u2019s dive in! Here\u2019s\u00a0what you can expect from the CXA role:<\/p>\n
The CXA role is a dynamic, fast-paced role, which puts you in the heart of the action. You\u2019ll be the first person\u00a0our customers interact with, representing\u00a0our\u00a0company and our ethos of ‘Customer First, Customer Always’.\u00a0You\u2019ll work across all different industries and team sizes, helping to ensure our customers get the best out of our platform.\u00a0Whether you\u2019re working with\u00a0customers\u00a0one-on-one via chats, emails, screenshares, or calls, or interacting on a one-to-many basis via our webinars, you\u2019ll have a measurable impact on our\u00a0customers\u00a0and their experience with\u00a0monday.com<\/span><\/a>.<\/p>\n 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\u2019ll get to work with our vibrant, motivated, and diverse CX team all around the globe!<\/p>\n Transparency is one of our most important values, and we want\u00a0to reflect that\u00a0throughout our hiring process. Be sure to come prepared, show us your passion, and most of all\u00a0\u2014 be yourself!\u00a0Who you are is just as important as what you\u2019ve done.<\/p>\n In this initial stage, you\u2019ll\u00a0speak with\u00a0one of our recruiters, who will be your contact throughout the interview process. This is where we get to know you, your background,\u00a0and what attracted you to the role.<\/p>\n Tip: Come prepared to express your \u201cwhy,\u201d aka, your motivation for becoming a CXA at\u00a0<\/i>monday.com<\/i><\/span><\/a><\/p>\n Learn more:<\/span><\/p>\n This is where you get\u00a0know the platform and show us how creative you can be!\u00a0monday.com<\/span><\/a>\u2019s customizable nature is what sets it apart from competitors, so there\u2019s no \u201cwrong\u201d answer here. Dive in and explore just how much you can do! Successful CXAs are able to think on their feet, investigate,\u00a0<\/b>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!<\/p>\n Tip: Just as important as explaining your answer is explaining how you got there.<\/i><\/p>\n Check out these resources to help you out!<\/p>\n Here\u2019s where you\u2019ll 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.<\/p>\n Tip:<\/i>\u00a0If you aren\u2019t sure how you\u2019d handle specific scenarios, don\u2019t be afraid to ask some questions!<\/i><\/p>\n We\u2019re extremely proud of\u00a0what\u00a0we\u2019ve built, and we want to make sure every new member of our team shares our values and is motivated\u00a0to help us do great things.\u00a0You may be asked more specific questions about past experiences and what you learned from them, as well as more hypothetical scenarios with customers.<\/p>\n Tip: Come prepared to express what\u2019s important to you at a job \u2014 how you like to be managed, what motivates you, what success means to you.<\/i><\/p>\n This is the last interview in the process, and you\u2019ll 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.<\/p>\n Tip: Be yourself! Authenticity shines through in this stage!<\/i><\/p>\n Check out this video on our HR\u2019s approach to interviewing\u00a0Here!<\/span><\/a><\/p>\n 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\u00a0monday.com<\/span><\/a>!<\/p>\n Congratulations! At this stage, you\u2019ll receive an official offer, and we\u2019ll explain all of the details of the proposal, including benefits, working structure, and compensation.\u00a0This is your chance to ask any final questions before accepting, so don\u2019t be shy!<\/p>\n Now that you\u2019ve been hired, what can you expect from a typical day? One of the best things about being a CXA at\u00a0monday.com<\/span><\/a>\u00a0is 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\u2019s break it down and discuss what you might encounter on an average day!<\/p>\n 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.<\/p>\n 9:00 \u2013 11:00 Emails<\/span><\/p>\n First up, helping our customers on Emails! One example interaction can be \u2013 You come across a customer asking about a specific feature. You take some time to test it out in your own\u00a0monday.com<\/span><\/a>\u00a0workspace to understand it better. It\u2019s a little complicated, and the customer seems confused. You want to make sure they are confident utilizing\u00a0monday.com<\/span><\/a>, so you respond with a customized, educational screen recording you create and send to them thet demonstrates all of the feature\u2019s capabilities.<\/p>\n 11:00-11:30 Team Huddle<\/span><\/p>\n Every week, you\u00a0meet\u00a0with your team and team lead for\u00a0a\u00a0Huddle that offers\u00a0a unique focus on topics ranging from\u00a0team performance and opportunities for improvement,\u00a0learning,\u00a0and personal growth to celebrating\u00a0accomplishments\u00a0and 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.<\/p>\n 11:30 \u2013 13:00 Live Chat<\/span><\/p>\n Live Chat is a fast-paced channel that keeps you on your toes. It\u2019s a busy day, and time flies by until you notice you\u2019ve been chatting with the same customer for 20 minutes.<\/p>\n They have an interesting workflow that\u2019s 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.<\/p>\n 13:00 \u2013 14:00 Lunch<\/span><\/p>\n 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!<\/p>\n 14:00 \u2013 15:00 Emails<\/p>\n After lunch, you\u2019re back on Emails to check for customers who responded to you! A couple of cases you\u2019ve 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 \u2014\u00a0it was just what they needed!<\/p>\n 15:00 \u2013 16:30 Live Chat<\/span><\/p>\n 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!<\/p>\n 16:30 \u2013 17:00 Screenshare<\/span><\/p>\n 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\u2019s sales targets. They leave happy and satisfied with the level of personal and tailored experience you provided!<\/p>\n 17:00-18:00 Weekly Knowledge Time<\/span><\/p>\n 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.<\/p>\n 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.<\/p>\n This is also the time to see how you can provide an even more exceptional experience\u2014review 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.<\/p>\n We believe in growing our people and love putting an\u00a0effort\u00a0into\u00a0equipping\u00a0them with all the skills required for the\u00a0CXA\u00a0role\u00a0and any role you may have in the future!<\/p>\nThe process:<\/h2>\n
Phone interview:<\/h3>\n
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At-home assignment:<\/h3>\n
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CX professional interview:<\/h3>\n
CX leadership interview:<\/h3>\n
Final interview:<\/h3>\n
Reference check:<\/h3>\n
Offer:<\/h3>\n
Welcome to the team!<\/h3>\n
Morning<\/h4>\n
Afternoon<\/strong><\/h4>\n