Episode 14: Making Customer Support a Dream Job - The Monday.com Way

Join us for a captivating episode of The Future of CX, hosted by Nadav Kemper, CEO of Quack, and Doron Pryluk, seasoned CX executive. In this insightful conversation, Natalie Margolin, VP of Customer Support at Monday.com, reveals the game-changing strategies transforming customer support into one of the most rewarding jobs at one of the world’s most innovative companies.Dive into engaging insights and practical takeaways on the following critical questions:How monday.com is using AI to focus less on “Customer Support” and more “Customer Experience"?Natalie clarifies the evolution of support from simple problem-solving to crafting personalized, proactive experiences that genuinely empower customers. With AI, CX isn't just support; it's the heart of a thriving business relationship.Will AI completely replace support agents?Discover why, despite significant AI adoption at Monday.com, human agents remain irreplaceable. Natalie explains how AI frees humans from repetitive tasks, enabling them to become experts—'professors of the product'—who tackle complex issues that only human empathy and intuition can solve.Is proactive support a myth?Natalie challenges the common misunderstandings around proactive support, revealing how Monday.com strategically identifies friction points to deliver delightful, seamless interactions. Real proactive support anticipates needs before they become frustrations, completely reshaping customer experiences.What makes customer support a fulfilling career path?Hear Natalie’s personal journey and why she passionately recommends customer support as a thrilling career. She shares her own transformative experiences and how Monday.com builds an environment that continuously invests in employee growth and satisfaction.How can companies create world-class customer experiences at scale?Learn about Monday.com's unique approaches, including innovative use of AI and continuous investment in the training and empowerment of support agents to handle increasingly complex customer challenges.Tune in to discover why Monday.com's approach isn't just good support—it's groundbreaking CX. Whether you're a seasoned support leader or new to the customer experience world, this episode is packed with fresh perspectives, innovative tactics, and inspiring stories from the front lines of CX innovation.Produced by Quack, creating world-class AI support agents for extraordinary B2B customer experiences.