monday.com - Experienced Business Applications Support Specialist
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Requirements
• A natural people person — someone who thrives in an office environment, builds relationships easily, and genuinely enjoys being helpful • A self-starter who doesn't wait to be told there's a problem; you notice it, own it, and fix it • Someone who balances high-volume ticket work with the drive to zoom out and ask "how do we stop this from happening again?" • A clear, confident communicator who can engage with anyone — from an AE with an urgent Salesforce issue to a Finance stakeholder reviewing a billing discrepancy • 3+ years of experience in technical support, revenue operations, or a related business systems role • Strong understanding of SaaS sales cycles and internal go-to-market operations • Hands-on experience with Salesforce and familiarity with CPQ or billing systems • Proven track record of process improvement and root cause analysis • Strong problem-solving and analytical abilities, with a data-driven mindset • Proficiency in CRM systems (Salesforce), ticketing platforms, and business operations tooling • Excellent interpersonal and communication skills — warm, clear, and effective whether in person, on Slack, or in writing • Able to manage high ticket volumes without losing the human touch • Detail-oriented with a genuine commitment to quality, SLA adherence, and customer satisfaction • Experience in a SaaS or high-growth tech environment • Familiarity with CPQ tools (e.g., DealHub), ERP/billing systems, or revenue operations frameworks • Experience supporting or partnering with Channel/Partner organizations
Responsibilities
• Ticket Resolution & Customer Service • Own the end-to-end resolution of internal support tickets across a broad service catalog — covering Salesforce, CPQ, billing operations, activations, and more • Respond to and resolve tickets promptly, consistently hitting SLA targets and maintaining high CSAT scores • Handle escalations with confidence, knowing when to dig deeper yourself and when to loop in the right partner team (RevOps, Billing Dev, Finance, Tech) • Be a visible, approachable presence in the office — someone internal teams feel comfortable walking up to, knowing they'll get real help fast • Go beyond the ticket: take the time to understand the person behind the request, explain the "why," and make sure they leave the interaction better informed than when they came in • Process Improvement & Proactive Thinking • Don't just solve tickets — ask why they're happening in the first place. Identify recurring issues, surface root causes, and drive meaningful fixes that reduce ticket volume over time • Think creatively about how processes, automations, or documentation could make life easier for the teams you support — and then make it happen • Contribute to monthly enhancement requests and support reviews, bringing concrete data and fresh ideas to the table • Develop and maintain internal knowledge base articles and process documentation, keeping them accurate and easy to use • Support ticket deflection initiatives through self-service tooling, enablement content, and proactive communication about known issues or changes • Collaboration & Cross-Functional Work • Work closely with Revenue Operations, CPQ Tech, Billing Dev, Finance (AR, Billing, and Controllers), and R&D to resolve technical and procedural issues end-to-end • Build strong working relationships across the business — the more people know and trust you, the more effective you'll be • Stay current on system changes, policy updates, and process shifts so you're always a reliable source of truth for the teams around you
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