Shift Manager

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 Upgrade to see actual info.

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 teaUpgrade to see actual infombers 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 IUpgrade to see actual info 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.

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