Director of Support, Kajabi
$144-192k
+ Equity + Bonus
More information about location
Knowledge commerce platform for entrepreneurs
Be an early applicant
Knowledge commerce platform for entrepreneurs
201-500 employees
Be an early applicant
$144-192k
+ Equity + Bonus
More information about location
201-500 employees
Company mission
To enable online entrepreneurs to find success through powerful tools that elevate and grow their businesses.
Role
Who you are
- 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
- 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
What the job involves
- 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 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
Our take
Kajabi is a monetization platform that provides creators with a chance to turn their learning concept into a polished digital product - whether that's a course, membership, podcast, coaching program, newsletter, or even a full community.
Kajabi solves the issue of convoluted business functions by providing many of the tools needed in one simple place; including payment integration, forecasting, progress tracking, a visual builder, and more. It supplies a range of plans to suit creators with audiences of varying sizes, allowing a range of users to turn their knowledge into income.
Kajabi has helped its customers build hundreds of thousands of products and secured an impressive amount of funding towards growing the business. Its acquisition of Vibely, a platform for creators to build and lead vibrant communities, further contributes to the platform's ability to enable creators to manage and build their businesses as they want.
Freddie
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (1 round)
May 2021
$550m
GROWTH EQUITY VC
Total funding: $550m
Company benefits
- Fully paid health benefits
- Flexible vacation policy
- HSA contribution
- Generous company 401k matching
- Equity
- Free training resources
- Fitness incentive package
- Paid parental leave
- A fully-stocked office kitchen
- Nitro cold brew on tap
Company HQ
Quail Hill, Irvine, CA
Leadership
Ahad Khan
(CEO)Joined Kajabi in 2020 as COO and CFO before becoming the CEO in 2021. Previously a Senior Director of Business Operations and Programs at Microsoft, the COO and CFO at MileIQ, and the Vice President of Business Operations at Kiwi, Inc.
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