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