Shift Manager

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 $9 billion from more than 85 million customers. Learn more at kajabi.com.

Shift Manager

The Shift Manager is tasked with providing direct leadership to the Customer Support teams during the assigned shift, maintaining smooth transitions of updates between coming and going shifts, headcount and queue management, escalations, and additional support for the Team Leads. The role will report directly to the Senior Vice President, Customer Experience.

The Impact you will make

• Team Leadership: Lead, motivate, and develop technical support teams to deliver outstanding customer service. Build relationships with team members to guide and help them achieve their personal and professional goals.
• Performance Management: Monitor team performance, providing regular feedback, coaching, and support to ensure individual and team targets are met.
• Shift Oversight: Manage day-to-day operations of the shift, ensuring effective coverage and handling of customer inquiries and technical issues. Ensure a smooth transition between coming and going shifts by leading the hand-off meetings and keeping all teams up-to-date with updates and announcements.
• Process Improvement: Identify opportunities to improve processes, enhancing efficiency and effectiveness in customer support delivery.
• Customer Satisfaction: Analyze customer feedback and metrics to implement strategies that enhance customer satisfaction and experience.
• Training and Development: Oversee the onboarding and continuous training programs for technical support agents to enhance skills and knowledge.
• Resource Management: Allocate resources effectively, balancing workload across teams to meet service level agreements. Report and forecasting anomalies to the Workforce Manager.
• Issue Escalation: Act as the point of escalation for complex technical issues, ensuring timely and effective resolution. Work with the Team Leads as the Communications Officer during Incidents and ensure that all the necessary updates are provided to both Heroes and internal employees.
• Collaboration: Work closely with other departments to align technical support operations with company goals and objectives.
  
  

Attributes for Success

• 5+ years of experience in customer experience, customer support, quality management, and / or contact center.
• 3+ years of people management experience across geographies.
• Strategic thinker with excellent leadership skills and a passion for driving quality and efficiency.
• Excellent problem-solving and analytical skills.
• Solid understanding of technical support processes and tools.
• Strong communication skills, both written and verbal.
• Ability to manage multiple priorities in a fast-paced environment.
• Deep understanding of quality and customer experience metrics.
• Excellent project management skills and ability to execute and deliver to a high standard.
• Experience leading, inspiring, and motivating others to meet their goals.
• Able to establish and maintain excellent relationships and credibility quickly.
  
  

Bonus if you have

• Previous experience in a call center or similar environment in a leadership-type role
• A basic understanding of backend web technologies and familiarity with MVC design patterns (you don't need to be a developer but some coding experience is highly desirable)
• An understanding of software development lifecycle (or you are beyond enthusiastic to learn)
• Experience with Jira and Confluence
• An understanding of HTTP
• An understanding of DNS and SSL
• An understanding of email deliverability and factors that impact it
  
  

Kajabi Team Benefits Package

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

Educational Allowances

Educational opportunities will be offered for the Shift Manager at the discretion of the Senior Vice President, Customer Experience 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 Shift Manager will meet weekly with the Senior Vice President, Customer Experience 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!

• Links - Send along any links that best showcase your experience, i.e. your portfolio, LinkedIn, blog posts, other writing samples, etc.
  
  

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.