AI Agent Engineer
Monto · Tel Aviv District, Israel
- On site
- Full-time
- $150,000 / year
- Tel Aviv District, Israel
Job highlights
- Scale post-sale operations at Monto.
- Optimize onboarding and customer support.
- Build scalable systems and workflows.
- Partner with Product and Engineering.
- Drive customer experience improvements.
About the role
About Us
Monto is revolutionizing B2B payments by offering the first AI connector between suppliers and buyers, enabling seamless collections and real-time transaction data. Our mission is to introduce the interconnected future of B2B payments, where companies can easily communicate to pay and get paid as we overcome the challenges of interoperability between financial platforms.Job Description
We are hiring a Director of Customer Operations to own and scale everything post-sale at Monto - onboarding, support, and customer workflows. This is a highly operational, system-building role focused on turning customer operations into a fast, scalable, and structured function. You will be responsible for reducing manual work, improving time-to-value, and ensuring Monto is easy to implement and operate for every customer. This is not a traditional support role - it’s a system-building role.What You’ll Do:
- Own onboarding and implementation processes, reducing time-to-go-live from weeks to days by standardizing integrations and building scalable workflows
- Lead customer support operations, including ticket management, SLAs, and escalations, while improving response times and reducing support load
- Build and optimize internal tools, workflows, and processes to scale customer operations efficiently
- Partner closely with Product and Engineering to turn recurring customer issues into product improvements
- Define and track key metrics such as onboarding time, resolution time, ticket volume, and CSAT
- Take full ownership of the post-sale customer experience, ensuring consistency, speed, and quality across all touchpoints
Requirements:
- 8+ years of experience in Customer Operations, Implementation, or a similar role within a B2B SaaS company
- Experience working with complex products (integrations, APIs, enterprise workflows)
- Strong operational mindset with the ability to build systems and processes, not just manage tasks
- Hands-on approach, with the ability to move fast and execute in a dynamic environment
- Data-driven, with experience using metrics to drive decisions and improvements
- Obsessed with business processes and optimization projects
- Experience in high-growth startups or scaling environments
- Familiarity with customer support and ticketing systems
- Experience in improving customer experience (CX) and support processes
Key skills/competency:
- Customer Operations
- B2B SaaS
- Onboarding
- Implementation
- Customer Support
- System Building
- Process Optimization
- Metrics Driven
- Scalability
- Customer Experience
Skills & topics
- Director of Customer Operations
- Customer Operations
- B2B SaaS
- Implementation
- Onboarding
- Customer Support
- System Building
- Process Optimization
- SaaS
- Operations Management
How to get hired
- Tailor your resume: Highlight 8+ years in B2B SaaS Customer Operations or Implementation, focusing on system building and scaling.
- Showcase your impact: Quantify achievements in reducing onboarding time, improving support metrics, and optimizing processes.
- Prepare for system-building questions: Be ready to discuss how you've built scalable workflows and improved customer experience.
- Demonstrate operational mindset: Provide examples of using data and metrics to drive decisions in a fast-paced environment.
- Research Monto: Understand their mission in B2B payments and how your role contributes to their success.
Technical preparation
Master CRM and ticketing systems.,Practice API integration concepts.,Develop workflow automation strategies.,Prepare data analysis case studies.
Behavioral questions
Describe a time you built an operational system.,How do you prioritize competing customer needs?,Share an example of process optimization success.,How do you handle rapid scaling challenges?
Frequently asked questions
- What is the primary focus of the Director of Customer Operations role at Monto?
- The primary focus is to own and scale all post-sale customer operations, including onboarding, support, and customer workflows, transforming them into a fast, scalable, and structured function within Monto's B2B SaaS environment. This role emphasizes system-building rather than traditional support.
- What kind of experience is essential for this Director of Customer Operations position at Monto?
- Essential experience includes 8+ years in Customer Operations or Implementation within B2B SaaS, experience with complex products like integrations and APIs, a strong operational and system-building mindset, and a proven ability to drive improvements using data and metrics in high-growth environments.
- How does Monto aim to improve customer onboarding with this role?
- Monto aims to significantly reduce onboarding time from weeks to days by having the Director of Customer Operations standardize integrations and build scalable workflows, ensuring a faster time-to-value for their customers.
- What is Monto's mission, and how does this role support it?
- Monto's mission is to revolutionize B2B payments with an AI connector, enabling seamless collections and real-time data. This Director of Customer Operations role supports this by ensuring a smooth and efficient post-sale customer experience, reinforcing Monto's value proposition.
- Is this Director of Customer Operations role remote or on-site at Monto?
- The job description does not explicitly state the work arrangement. However, given the emphasis on system-building and operational scaling in a dynamic environment, it's likely to be either on-site or hybrid, requiring close collaboration. Further clarification would be needed.
- What key metrics will the Director of Customer Operations at Monto track?
- The Director will define and track key metrics such as onboarding time, resolution time, ticket volume, and Customer Satisfaction (CSAT) to measure the effectiveness and efficiency of customer operations.
- What kind of collaboration is expected for the Director of Customer Operations at Monto?
- Close collaboration is expected with Product and Engineering teams. The goal is to translate recurring customer issues and feedback into actionable product improvements, enhancing the overall customer experience and product offering.