The Business Support NAM Team Lead plays a key leadership role within the Data & Information Technology organization, serving as the primary liaison for our internal Client-Facing team. In this position, you’ll lead and develop the NAM NY Business Support team—managing, coaching, and empowering team members to perform at their best. You’ll also serve as a trusted on-site point of contact, working directly with internal customers to resolve day-to-day challenges and ensure seamless operations.
This role offers the opportunity to collaborate cross-functionally with Business Operations, Billing, Finance, and R&D. You’ll coordinate and drive solutions to both technical and procedural issues while championing process improvements that prevent recurring challenges. By combining hands-on problem solving with strategic leadership, you’ll directly influence efficiency, customer satisfaction, and the overall success of the organization.
About The Role
- Manage, coach, and support a team of technical specialists while fostering a collaborative, high-performing environment.
- Act as the primary point of contact for internal client-facing teams, resolving tickets, escalations, and system-related issues (e.g., Salesforce).
- Initiate and manage technical and process improvement projects, ensuring timely delivery and measurable impact.
- Create, refine, and document policies and procedures to improve efficiency and prevent recurring issues.
- Partner with Business Operations, Billing, Finance, IT, and R&D to align support with organizational goals.
- Oversee business support systems, troubleshoot complex issues, and ensure reliability and performance.
- Stay ahead of industry trends, contribute to the technology roadmap, and recommend innovative solutions.
- Quickly connect internal requesters to the right resources and maintain a comprehensive knowledge base.
Requirements
- 5+ years of experience in technical support or related roles, including 2+ years in team leadership.
- Strong knowledge of business support systems and processes (e.g., Salesforce) with proficiency in CRM/ticketing tools.
- Demonstrated success in project management and process improvement.
- Excellent leadership, communication, and interpersonal skills with proven ability to coach and develop teams.
- Strong problem-solving and analytical abilities; able to thrive in fast-paced, dynamic environments.
- Experience in SaaS environments and Salesforce administration preferred.
What You’ll Get:
At monday.com, we believe in creating a workplace that fosters innovation, collaboration, and personal growth. We are passionate about helping our customers succeed, and our platform is built to make work more transparent, productive, and engaging. Join us on our journey to revolutionise the future of work!
- Competitive salary with bonus structure & equity model
- Professional development opportunities.
- Collaborative and inclusive company culture.
- Access to wellness programs and team-building activities.
- Be part of a well-funded, proven startup with big ambitions, competitive salary, bonus potential, and eligibility to take part in the company equity incentive program
- Medical, dental, and vision insurance
- Parental leave, time off policy, commuter benefit, fitness benefit, and lunch benefit
- Amazing culture - collaborative, transparent & fun!
- Great Place To Work certified
- Named a Best Place to Work by BuiltIn
Visa sponsorship for this role is currently not available. monday.com is proud to be an equal-opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, military or veteran status, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws
For New York City-based hires only: Compensation Range: $120,000-$160,000 base salary, subject to standard withholding and applicable taxes. In addition to base salary, the role includes opportunity to receive and/or earn a discretionary bonus and/or equity based on Company’s plans and in accordance with Company’s policies. Compensation finally awarded to the candidate will be commensurate with the candidate’s skills and experience. Compensation ranges for candidates in locations outside of New York City may differ based on the cost of labor and such additional factors for such other locations.
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