About the Role

Our client is looking  for a Customer Support & Onboarding Specialist who loves helping people, thrives in fast-paced environments, and is confident leading video calls with users to guide them through our monday.com apps. You’ll be the face of our support team — ensuring users feel supported, understood, and empowered to succeed with our products.

Responsibilities

• Respond to user questions via live chat, email, and support tickets
• Host 1:1 onboarding video calls and walkthroughs for new and existing users
• Troubleshoot issues and escalate bugs to the dev team with clear documentation
• Guide users through setup, best practices, and how to achieve their goals using our app
• Maintain and improve help center articles, video tutorials, and FAQs
• Identify patterns in support tickets and suggest product or documentation improvements
• Track and report key support KPIs (response time, resolution rate, customer satisfaction)
• Working time 5 PM - 12 AM Israel time

Requirements

• Excellent written and verbal English communication skills
• Prior experience in SaaS customer support, onboarding, or success
• Comfortable hosting live Zoom or Google Meet calls with users
• Tech-savvy and quick to learn new tools (bonus if you’ve used monday.com!)
• Organized, empathetic, and genuinely curious about helping users succeed
• Ability to work independently and communicate proactively with remote teams

 Nice to Have

• Experience with monday.com, SaaS marketplaces, or project management tools
• Familiarity with Crisp, Intercom, or similar support platforms
• Basic understanding of workflows, automations, or integrations
• Ability to record short how-to videos or screen recordings