Technical Support Specialist
Kajabi
About Us
Founded in 2010, and Headquartered in Newport Beach, 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 $10 billion from more than 85 million customers. Learn more at kajabi.com.
About the Role
Kajabi is seeking a highly motivated Support Specialist to join our Customer Experience team. This role is central to our mission of empowering Heroes (our customers) by providing fast, clear, and high-quality support. We’re looking for someone who thrives in a dynamic environment, loves problem-solving, and consistently delivers an exceptional customer experience. In this role, you will also be relied upon to take on special projects and manage complex support escalations.
Our ideal candidate has 2+ years of support or technical customer-facing experience, brings strong technical acumen, and is energized by helping creators and entrepreneurs succeed on our platform.
Key Responsibilities
Customer Support Excellence
- Deliver timely, accurate, and empathetic responses to Heroes via chat, email, and other support channels.
- Maintain high-quality communication with clear troubleshooting steps and actionable guidance.
- Demonstrate ownership by following cases to resolution and ensuring a positive customer experience.
Technical Troubleshooting
- Diagnose and resolve issues related to site setup, integrations, automations, payments, video hosting, and other Kajabi platform features.
- Translate complex technical concepts into easy-to-understand explanations.
- Escalate technical issues appropriately while ensuring Heroes feel supported throughout the process.
Product Knowledge & Collaboration
- Develop deep expertise across the Kajabi platform and stay current as new features are released.
- Collaborate with Product, Engineering, and CX teams to share insights, flag trends, and recommend improvements.
- Advocate for the voice of the Hero by identifying friction points and opportunities to enhance the overall Hero experience.
Performance & Efficiency
- Meet or exceed KPIs related to response time, resolution time, CSAT, productivity, and quality.
- Manage a high-volume workload while maintaining consistent quality and attention to detail.
Attributes for Success
- 2+ years of experience in customer support, technical support, or a similar customer-facing role.
- Strong technical aptitude, including the ability to quickly learn new tools, platforms, and processes.
- Experience troubleshooting web-based applications, integrations, or SaaS products.
- Excellent written communication skills with a focus on clarity, accuracy, and empathy.
- Proven ability to handle fast-paced environments and context switching.
- Self-motivated, dependable, and committed to delivering exceptional customer experiences.
Bonus if you have
- A Bachelor’s Degree in MIS, Computer Science, or related field or equivalent experience.
- Familiarity or direct experience working with Kajabi or similar creator/online business platforms.
- Experience with Intercom or other support portal tools.
- Advanced knowledge of Front End Web Development tools and technologies (HTML/CSS/Javascript/Liquid/SEO/RSS) and the desire to continue advancing this knowledge.
- An advanced understanding of DNS, CNAME, and SSL.
- An advanced understanding of email deliverability and factors that impact it.
- Knowledge of API & Integrations.
Key Attributes
- High technical curiosity - loves digging into how things work.
- Bias for action - responds quickly and drives issues to completion.
- Customer-obsessed - committed to delivering value in every interaction.
- Strong problem solver - able to think critically and troubleshoot across a broad range of use cases.
- Collaborative - thrives working cross-functionally and sharing insights.
- Adaptable - comfortable navigating change in a fast-growing environment.
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
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 a bonus. Final salary is based on a number of factors including location, travel, relevant prior experience, or particular skills and expertise.
US based applicants only.
$25.00 - $34.00 an hour + 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.