Team Lead, Customer Support

Team Lead, Customer Support 

About Us

Kajabi is in the middle of a once-in-a-decade transformation.

After fifteen years, our founders returned to rebuild Kajabi with the same speed, hunger, and grit that sparked the original movement. We’re not a corporate SaaS company trying to play it safe — we’re a team of builders rewriting the future of the expert economy.

Millions of people around the world rely on Kajabi to share what they know and change lives because of it. Our Heroes aren’t “customers”… they’re everyday entrepreneurs using Kajabi to build freedom for themselves and impact for others.

If you want to be part of a company moving fast, raising the bar, and building something that actually matters — welcome in.

About the Role

This is not a “manage the queue” role.

This is not middle management.

This is the leadership accelerator of Kajabi’s next era.

We are rebuilding Kajabi with founder energy, speed, and a deep obsession with our Heroes — and our Support Specialists are the front line of that mission. As a Team Lead, Customer Support, you will shape the culture, craft, and performance of this team every single day.

You’ll be a player/coach, developing people, elevating their skills, jumping in on tough problems, and ensuring that every Hero interaction reflects the clarity, care, and craftsmanship Kajabi is known for.

You’ll work closely with CX leadership, Product, Engineering, Marketing, and Cofounder (our new AI business-partner experience) to improve workflows, raise the support bar, and build a world-class Hero experience.

If you’re a strong operator, an inspiring coach, and someone who loves helping others grow, this will be one of the most meaningful leadership roles of your career.

What You’ll Do

Lead and Develop a High-Performance Team

• Serve as the day-to-day manager for our Support Specialists — coaching, mentoring, and elevating their craft.
• Hold weekly 1:1's, run performance reviews, and build individualized development plans.
• Create a culture rooted in ownership, speed, optimism, and Hero obsession.
• Identify training needs and partner with CX leadership to create and deliver enablement resources.
• Raise the standard for communication quality, clarity, and empathy in every interaction.

Player/Coach Contribution

• Maintain a partial support queue load to stay sharp and connected to Hero needs.
• Jump in on escalations, complex technical issues, and sensitive customer situations.
• Model world-class problem-solving, communication, and Hero ownership.
• Serve as a stabilizer and escalation point when stakes are high.

Drive Operational Excellence

• Oversee daily operations — coverage, workload balance, SLAs, and quality.
• Analyze team and individual performance data to identify trends, risks, and coaching opportunities.
• Lead the team to meet or exceed KPIs like resolution time, response time, CSAT, productivity, and quality.
• Improve workflows, processes, and support systems in partnership with CX leadership and QA.

Elevate the Product Through Insights

• Collaborate with Product and Engineering to surface recurring issues, UX gaps, and emerging trends.
• Strengthen Cofounder’s guidance by sharing support-driven insights and patterns.
• Support new feature rollouts with training, change management, and readiness for your team

You Might Be a Fit If…

• You have 3+ years in customer/technical support and 1+ years coaching, mentoring, or leading others.
• You’re a people-first leader who takes pride in developing talent.
• You thrive in fast-paced environments built on trust, accountability, and speed.
• You write clearly, coach directly, and communicate with empathy and candor.
• You have strong technical aptitude — DNS, domains, HTML/CSS, integrations, SaaS platforms.
• You’re energized by solving problems that matter and helping entrepreneurs succeed.
• You want to contribute in a visible role inside a founder-led company experiencing real momentum.

Bonus Points

• Experience leading a support team in SaaS or the creator/entrepreneur space.
• Familiarity with Kajabi or comparable online business platforms.
• Experience with Intercom or modern support tools.
• Front-end fundamentals (HTML/CSS/JavaScript/Liquid).
• Understanding of DNS, SSL, deliverability, and integrations.
• Comfort with APIs and automation tools.

Mindset (The Most Important Part)

“My team succeeds when our Heroes succeed — and I will do whatever it takes to help both.”

You’ll hate this job if:

• You want remote work.
• You prefer slow, predictable environments.
• You avoid tough conversations or high standards.
• You want to manage, not build.

You’ll love this job if:

• You take pride in working in-office Monday through Friday with a sharp, high-craft team.
• You care deeply about developing people and creating a culture of excellence.
• You’re energized by fast-moving environments and clear accountability.
• You love solving problems, improving systems, and leading by example.
• You want to be part of a company being rebuilt with founder speed and ambition.
  

Kajabi Team Benefits Package

• Competitive full-time salary + bonus + equity eligibility
• Full medical, dental, and vision (company-paid for you + family)
• 401(k) with 6% match
• Flexible PTO
• Fitness + wellness perks
• Mental health resources
• In-office lunches, collaboration days, and leadership growth opportunities

How We Work Together

For this role, we expect regular onsite presence at our Newport Beach, CA office 5 days per week

If you’re not currently located in Southern California, we’re glad to provide relocation support for strong candidates who want to join us in person.

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.

$85,000 - $95,000 + bonus 

How To Apply

If you’re excited to lead, develop, and elevate one of the most important teams at Kajabi — and you want to help rebuild the next era of our Hero experience — apply below.

We’re looking for exceptional leaders who raise the standard, care deeply about people, and want to make a real impact.

Apply now.

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.