Customer Success Specialist

Irvine, CA

Customer Success Specialist (CSS) is responsible for providing excellent technical and phone support to Kajabi users.

The Customer Success Specialist (CSS) role is an essential part of the existing Kajabi user experience. Customer Success is where you’ll be teaching and onboarding new users, tackling major and/or technical problems experienced in the app as well as providing additional phone support for users with questions or urgent issues.

CSS will work with and report directly to the Senior Customer Success Manager (SCSM). The CSS responsibilities will be divided into the following areas:

What You'll Be Doing

Responsible in creating websites, miscellaneous landing pages, building complete digital products, implement full marketing pipelines for list-building, configure custom domains and provide custom-code solutions for select Kajabi customers, among other requests. Must possess an eye for design. You’ll be the client’s main point of contact, thus delivering excellent customer service and timely delivery is of the utmost importance. Complete knowledge of the Kajabi platform is of essence. Additional duties:

  • Provide 30-minute pre-scheduled instructional consultations.
  • Train to become an expert in using the Kajabi platform.
  • Troubleshoot any issues preventing the success of users.
  • Take initiative with providing customers with an elevated level of support to meet their needs. This can include using the phone, video, screen-flows, or any means to effectively educate and provide a positive user experience.
  • Handle the day-to-day billing requests of Kajabi users.
  • Responsible for knowing our pricing plans, features, and platform capabilities.
  • Responsible for providing phone support to existing users.
  • Document and share solutions with the team in detail so that the team grows collectively with each issue solved individually.

Let's Talk if You...

  • Have a desire to help and interact with users all over the globe
  • Have experience with internet marketing strategies and systems
  • Are technically inclined or willing to learn

Kajabi Hero Process

The #KajabiHero process is key to Kajabi’s ability to showcase successful users and expand its marketing initiative. We are always looking for ways to encourage existing customers to take the steps to becoming a hero and also potential customers to start their journey on becoming a hero. This is a core value of Kajabi and should always be kept in the forefront when communicating with our current or potential “heroes”.

Kajabi Office Process

The Kajabi Team is an ever growing and changing group of the most awesome and talented people on the planet, the Member Services Specialist will be integral in fostering the same sense of community and excitement within the office as we strive for with our users.

Time Off, Working From Home, and Educational Allowances

All time off needs to be requested in Gusto as far in advance as possible . While we always understand that emergencies and illnesses do crop up unexpectedly, given the importance of the Member Services Specialist role in daily operations we ask for as much notice as possible for any time out of the office. Remember: sick is sick. If you’re unwell, we don’t expect you to work. It’s your responsibility to take care of yourself and get better!

Vacation time is given without limitation to every employee, provided this awesome and generous benefit isn’t abused by anyone. Work from home opportunities may happen from time to time and need to be pre-approved by the Member Services Manager.

Educational opportunities will be offered for the Member Services Specialist at the discretion of the Member Services, 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 Member Services Specialist’s desired career goals.

One-On-One Process

Member Services Specialist will meet Regularly with the Member Services Manager to catch up and discuss their role. The goal of these meetings is to identify areas where Member Services Specialist can improve, what areas they’re needing more guidance on, and where the Kajabi leadership team can lend time or resources to help meet career 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.

Benefits

  • Competitive Salary
  • HSA Contribution
  • Gym Membership
  • Free Headspace/Audible Account
  • Free Training Resources
  • Flexible Vacation Policy
  • 401k Option
  • Fully-Paid Health Benefits
  • Fully-Stocked Kitchen
  • Nitro Cold Brew On Tap
Apply Now
Jeremy

“Kajabi is an extremely unique and rewarding place where I’m given the freedom and responsibility to do the best work of my life!”

Jeremy

Jeremy