Team Lead, Customer Support

Team Lead, Customer Support 

About the Role

Kajabi is seeking an experienced and people-centric Team Lead to join our Customer Experience team. This person will serve as a player/coach, balancing hands-on support responsibilities with leadership, coaching, and team management. You will be the direct manager for our Support Specialists, ensuring they are equipped, supported, and empowered to deliver resolution-oriented, friendly, and accurate support across different contact channels.

The ideal candidate brings a passion for service, strong technical aptitude, excellent communication skills, and a proven track record of leading teams in fast-paced support environments. You are energized by building highly effective teams, coaching others, improving processes, and jumping in alongside your team to provide best-in-class technical support to our customers. This role reports to our Director, Workforce Operations & Quality Assurance.

Key Responsibilities

Leadership & Team Development

• Serve as the day-to-day manager for Support Specialists, providing mentorship, coaching, and developmental feedback
• Conduct regular 1:1s, performance reviews, and ongoing skills development.
• Foster a positive, high-performance culture rooted in accountability, continuous improvement, and customer obsession.
• Identify training needs and partner with CX leadership to build and deliver enablement resources.
• Champion team well-being while maintaining a high bar for performance and operational excellence.

Player/Coach Support Responsibilities

• Maintain a partial support queue load to stay close to Heroes, workflows, and product developments.
• Provide hands-on assistance with complex tickets, escalations, and high-impact customer issues.
• Model best-in-class support behaviors, communication standards, and technical troubleshooting skills.
• Serve as the escalation point for sensitive or challenging customer situations, ensuring resolution and customer satisfaction.

Operational Management & Performance

• Monitor daily team operations, ensuring appropriate coverage, workload balancing, and adherence to SLAs.
• Analyze individual and team performance data; identify trends, risks, and opportunities for improvement.
• Lead the team in meeting or exceeding KPIs related to response time, resolution time, CSAT, productivity, and quality.
• Partner with CX leadership and QA to improve processes, optimize workflows, and raise team quality standards.

Cross-Functional Collaboration

• Work closely with Product, Engineering, QA, and other CX teams to communicate trends, escalate issues, and advocate for the Hero.
• Contribute to product feedback loops by identifying recurring issues, friction points, and opportunities for enhancement.
• Support rollout of new product features, internal tools, and process changes - including training and change management for your team.

Qualifications

Attributes for Success

• 3+ years of experience in customer support, technical support, or a similar customer-facing role.
• 1+ years of experience mentoring, coaching, or leading team members (formal or informal).
• Strong technical aptitude and comfort troubleshooting SaaS platforms, integrations, and web technologies.
  Exceptional written and verbal communication skills with a focus on clarity, coaching, and empathy.
• Proven ability to thrive in dynamic, high-volume environments with strong prioritization and decision-making skills.
• Experience analyzing performance metrics and coaching teams toward measurable improvements.

Bonus Points

• Previous experience directly managing a support team in a SaaS, creator economy, or technology-focused environment.
• Familiarity with Kajabi or comparable all-in-one online business/creator platforms.
• Experience with Intercom or other modern support tools.
• Advanced knowledge of Front End Web Development tools & technologies (HTML/CSS/Javascript/Liquid/SEO/RSS).
• Strong understanding of DNS, CNAME, SSL, and email deliverability concepts.
• Knowledge of APIs, integrations, and modern automation tools.

Key Attributes

• Customer-obsessed – relentlessly focused on delivering value and creating exceptional experiences.
• People-first leader – passionate about growing, coaching, and empowering others.
• High technical curiosity – driven to understand how systems work and help others do the same.
• Player/coach mindset – comfortable jumping in to help while guiding others toward excellence.
• Bias for action – decisive, proactive, and dependable in fast-moving environments.
• Operationally minded – skilled at optimizing workflows, identifying gaps, and driving continuous improvement.
• Adaptable – thrives in growth, change, and evolving team needs.

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 is a hybrid role that will require 3 days in office.

Not local? We’re happy to provide relocation support for exceptional candidates ready to join us on-site in Newport Beach, CA.

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.

$65,000 - $87,000 + bonus 

How To Apply

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

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.