Director of Support

About Us

Founded in 2010 in Irvine, California, Kajabi is the leading creator commerce platform, helping creators turn their knowledge, experience, and expertise into sustainable online businesses. With Kajabi's integrated platform, creators have a single ecosystem to build and market their digital products, including online courses, communities, live coaching, and more. Tens of thousands of creators and entrepreneurs rely on Kajabi as the backbone of their business and have collectively earned over $9 billion from more than 85 million customers. Learn more at kajabi.com. 

Director of Support

As the Director of Support, you will report to the SVP of Customer Experience and be responsible for leading the strategy, execution and delivery of all support services for our customers. You will create programs and processes that contribute to high customer satisfaction, efficiencies, and productivity. You thrive in a fast paced environment that requires shifting priorities and quick action on escalated issues. You are an exceptional communicator, inspiring leader and have a knack for data analysis, optimization and collaboration. 

The Impact you will make

You will have an immense impact at Kajabi as the Director of Support. You will have Shift Managers reporting directly to you to ensure that the global support operation is running effectively and efficiently. You will partner with cross functional stakeholders to identify value-add services that the Support team can own. In this role, you will work closely with cross functional teams to build a shared understanding of our customer’s needs and pain points, along with provide inputs to product strategy as necessary. 

• Organizational Leadership: Lead, motivate, and develop a large Support organization that operates 24/7 with international locations and BPOs. Enable proper training and development to upskill employees to evolving business standards and expectations. Ensure accountability is held at all organizational levels and core business metrics are being met accordingly. Lead team members to provide the best-in-class customer service experience for Kajabi’s Heroes. 
• Strategic Partnership: Develop business strategy and optimize customer experiences that demonstrate operational efficiencies while delivering outstanding customer service and meeting business KPIs. Ensure industry best practices and customer advocacy is present in strategic planning initiatives. Understand how the support organization contributes to the overall company strategy and recommended strategic plans accordingly. Partner with internal stakeholders to ensure proper processes and operational workflows are carried to fruition. 
• Business Analysis: Ensure proper business metrics and reviews are in place for actively tracking and monitoring the organization’s performance compared to business requirements and productivity. Utilize core analytics to make data-informed decisions to drive strategies forward. 

Escalation Management: Be the voice of the Support organization for both our customers and internal stakeholders. Be available to speak with customers as needed (outside normal business hours) should escalations rise above front-line supervisors. Triage internal escalations as needed to determine the appropriate actions and customer responses. Operational Excellence: Lead and manage core operational functions of the Support organization to ensure proper resource allocation and efficiencies. Lead and/or enable proper project management for strategies, leadership coaching and execution, etc. 

Attributes for Success

• Leadership and Management: Minimum of 8 years of relevant experience in Support + Leadership roles. Inspiring leader who can effectively influence and motivate others to do their best work. 
• Experience working with BPOs: Has experience working with BPOs and enabling their success.
• Communication: Excellent written and verbal communication skills to engage with customers, colleagues, cross functional stakeholders and leaders. Great at change management when rolling out new initiatives and policies.
• Data analysis: Ability to analyze data, identify trends, and make data-driven decisions.
• Investigative challenge identifier and creative problem solver
• Technical proficiency to understand Kajabi’s product and other tooling
• Passion for exceptional customer experience 

Kajabi Team Benefits Package

• Company paid premiums for medical, dental and vision insurance for self and family.
• Company sponsored HSA account.
• Company 401K, 100% match up to 6% of employee contributions.
• Flexible vacation policy.
• Fitness incentives package.
• Company funded mental health resources.
• Wellness perks.

In-Office Requirement Statement

We let the type of work you do guide the collaboration style. That means we're not always working in an office, but we continue to gather for key moments of collaboration and connection. 

• This role will need to be in the office for in-person collaboration 3-4 times a quarter and therefore is best situated in the Western Time zones.

Pay Range

At Kajabi we believe the workplace should be equitable, inclusive, and inspiring for every employee. In an effort to provide greater transparency, we are sharing the base salary range for this position. The position is also eligible for equity. Final salary is based on a number of factors including location, travel, relevant prior experience, or particular skills and expertise.

US based applicants only.

$144,000—$192,000 + equity + bonus

How To Apply

Sound like a good fit for you? Click apply, below!

• Links - Send along any links that best showcase your experience, i.e. your portfolio, LinkedIn, blog posts, other writing samples, etc

Kajabi LLC  is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, disability, age, veteran status, or any other basis protected by applicable law.