Senior Technical Support Specialist - Kajabi

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. 

Senior Tech Support Specialist

The Senior Technical Support Specialist (T2) is an essential member of the Support team that provides assistance to customers and teammates alike by providing solutions and will also provide additional technical help to team members in the absence of the Technical Support Lead. The role will report to their Technical Team Lead.

The Impact you will make

• Create a warm, friendly, and effortless experience when engaging with the customer.
• You’ll provide a top-notch customer experience through asynchronous messaging, live chat, phone support, email, video calls, recordings, and help desk software.
• Enhance the customer experience by creating guides and walkthroughs.
• Documenting solutions and keeping up-to-date with platform updates.
• Provide aesthetic and functional solutions to customers when creating and developing websites on the Kajabi platform including images, text, audio, video, embedded media, galleries call-to-action buttons, opt-in forms, carousels, countdown timers, blog posts, SEO, and social sharing, site navigation, branding, page scripts, color palettes, theme updates, and many more.
• Provide insight on billing and plan inquiries by answering questions. Provide billing solutions for customers by processing requests like plan changes, refunds, applying credit and coupons, cancelling accounts, and guiding customers on self-service payment integration detachments.
• Assist customers with account settings and configurations including adding more Users or varying roles, password resets and verification, notifications & privacy settings, and account analytics tracking.
• Provide insight and solutions by answering questions about the Kajabi Partner program, commission system, payouts, and guide customers on how to utilize Partner links. 
• Assist customers with creating and configuring email broadcasts, sequences, and newsletters including setting up custom email domains. Provide insights on email deliverability inquiries.
• Assist customers with configuring Kajabi Podcasts, uploading episode transcripts, and answering questions about SEO, file-type compatibility, RSS feeds, and storage and file size limitations.
• Provide insight and solutions to customers on the Kajabi Coaching feature including creating single or multiple sessions, configuring with a third-party scheduler, customizing and managing the feature.
• Provide insight and solutions to the Kajabi Community features including creation, management, and moderation of the feature.
• Assist customers with creating and configuring online lessons and courses through the Kajabi platform including uploading video, audio, image, subtitle, and multi-media files, compressing media, leveraging templates, categorizing and structuring the lessons, and configuring content for future automated availability. Provide insight on file type compatibility and file size limitations.
• Provide insight and solutions to customers when creating and configuring pricing options for the various Kajabi products including setting up one-time, multiple payments, and subscriptions, receipts, configuring and distributing coupons, and generating and sharing affiliate links. Provide information regarding payment integration options and guidance for detaching payment integrations.
• Provide insight and guidance to Kajabi Heroes and their customers with the Kajabi mobile app including troubleshooting, updating, logging, and navigating the mobile application.
• Provide customer insight and solutions when creating and configuring marketing Funnels and Events, including basic to advanced Automations and opt-in forms.
• Provide insight and solutions to customers with Kajabi’s CRM tool including segmenting and managing the tagging system, uploading and exporting contact lists, managing organic or migrating marketing email subscriptions, and creating and embedding Assessments.
• Provide insight on the platform’s Analytics including revenue, subscription metrics, opt-ins, page views, product progress, sales, and affiliate data.
• Assist customers with configuring third-party integrations including Aweber, Mailchimp, Drip, ConvertKit, ActiveCampaign, Segment, Google Analytics, Facebook Pixel, Zapier, Clickfunnels, and others by leveraging webhooks or an API secret and key.
• Assist customers with configuring a custom domain for their site or subdomain by setting up DNS records or changing nameservers.
• Assist customers with in-app translation requests.
• Contribute to team and department projects by providing insight on customer friction points and inquiry trends.
• You’ll work with the Tech Lead in providing investigative research for Support tickets where immediate assistance may not be possible and supply your findings to the appropriate parties.
• You’ll aid fellow new hire team members acclimate to the new role by providing insight and answers from your experience on the platform and vast product knowledge.
• You’ll be the first go-to person for advanced or complex customer inquiries and also for tenured customers.
• You’ll provide another filter layer before tickets get escalated to the Tier 3 Tech Leads for bug and issue investigations and deep-dives.
• You’ll be a part of the next iteration of our journey to create a world-class support experience and so much more!

Attributes for Success

• 4+ years of SaaS troubleshooting experience in a fast-paced Technical Support capacity.
• In-depth knowledge and mastery of the Kajabi platform.
• Ability to rapidly learn and achieve mastery of web-based software.
• The desire to provide support and willingness to assist customers.
• Excellent interpersonal skills, including patiently communicating complex issues in time-sensitive environments.
• Strong analytical and investigative ability with a desire to go beyond a surface-level understanding of issues brought to your attention.

• Advanced knowledge of Front End Web Development tools and technologies (HTML/CSS/Javascript/Liquid/SEO/RSS) and the desire to continue advancing this knowledge.
• Previous experience with CRM software and managing contact lists.
• An advanced understanding of DNS, CNAME, and SSL.
• An advanced understanding of email deliverability and factors that impact it.
• Conducts root cause analysis to identify and resolve technical issues in a timely manner on escalated cases.
• Possesses strong analytical and troubleshooting skills.
• Must be able to quickly learn and understand new ideas and concepts.
• Work well in a team environment.
• Ability to work well under pressure.
• You are organized and detail-oriented.
• Good planning and time management skills.
• Previous experience with customer support platforms like Zendesk or other support portal tools.
• Must pass a Kajabi product knowledge and communications certification exam.

Bonus if you have  

• A Bachelor’s Degree in MIS, Computer Science, or related field or equivalent experience.
• Previous experience mentoring/training staff

• You have a history of high performance and are known among your peers as the go-to person for help.
• You can clearly and thoughtfully explain new technical concepts to a wide variety of personas.
• You have a thirst for knowledge and a desire to teach others - we care more about your ability to learn than pre-existing knowledge.
• You are motivated to be a self-starter and individual performer effectively contributing to overall team productivity and collaboration.
• You raise opportunities for process improvements and show a willingness to be part of the solution.

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
• Telecommuting 
• Educational Allowances
• Fitness incentives package
• Company-funded mental health resources
• Wellness perks
• Casual Dress

Educational Allowances

Educational opportunities will be offered for the Sr Tech Support Specialist at the discretion of the CEO/President and could include participating in a mentorship program, training to further specific career goals, books, or digital content to supplement education and attendance at conferences areas of interest and impact for Kajabi’s overall goals and your desired career goals. 

One-On-One Process

The Sr Tech Support Specialist will meet weekly with the Team Lead to catch up and discuss their role. The goal of these meetings is to identify areas where the company and individuals can improve, what areas they’re needing more guidance on, and where the Kajabi leadership team can lend time or resources to help meet goals. It’s also a time to discuss specific expectations and discuss any areas of concern you may have about your job or your team.

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.

Last updated: 19 hours ago