About Us

Kajabi is in the middle of a once-in-a-decade transformation.

After fifteen years, our founders returned to rebuild Kajabi with the same speed, hunger, and grit that sparked the original movement. We’re not a corporate SaaS company trying to play it safe - we’re a team of builders rewriting the future of the expert economy.

Millions of people around the world rely on Kajabi to share what they know and change lives because of it. Our Heroes aren’t “customers”… they’re everyday entrepreneurs using Kajabi to build freedom for themselves and impact for others.

If you want to be part of a company moving fast, raising the bar, and building something that actually matters - welcome in.

WORKFORCE SPECIALIST

We are looking for a detail-oriented and analytical Workforce Specialist to support our 24/7 Customer Support operation. This role will help ensure we have the right people, with the right skills, available at the right times to deliver a consistently strong customer experience.

You will be responsible for workforce planning, scheduling, real-time monitoring, attendance and adherence reporting, and performance analysis across multiple support channels, shifts, and teams. You will partner closely with Workforce Management, Support leaders, Team Leads, and BPO partners to identify coverage risks, recommend staffing adjustments, and improve operational efficiency.

Attributes for Success

• At least two years of experience in workforce management, workforce analytics, real-time management, capacity planning, or a similar role within a customer contact center.
• Experience supporting a 24/7, multi-shift customer service operation.
• Working knowledge of contact-center forecasting, scheduling, adherence, occupancy, shrinkage, service levels, and staffing calculations.
• Strong proficiency with spreadsheets, including formulas, pivot tables, data validation, and data analysis.
• Experience with workforce management and customer support platforms; familiarity with tools such as Assembled and Intercom is an advantage.
• Strong analytical and problem-solving skills, with the ability to identify trends and turn data into practical recommendations.
• High attention to detail and a commitment to maintaining accurate data and reporting.
• An AI-forward mindset with demonstrated proficiency using AI tools to automate routine tasks, streamline reporting and analysis, and improve workforce management processes.

Key Competencies

• Build and maintain volume and staffing forecasts for a 24x7, multi-channel support operation (chat, email).
• Create and adjust agent schedules to ensure coverage across all shifts, time zones, and ticket types.
• Monitor real-time queues and intraday performance; flag coverage gaps early and recommend shift swaps, overtime, or voluntary time off (VTO).
• Track and report on core WFM metrics: CPH, CSAT, Volume-to-Capacity ratio, adherence, and shrinkage.
• Partner with Shift Managers to diagnose staffing gaps and identify what's driving over- or under-staffing.
• Process time-off, overtime, and VTO requests, balancing agent needs against service-level requirements.
• Support headcount and capacity planning as ticket volume shifts.
• Identify and recommend improvements to WFM tools, processes, and reporting.

Kajabi Team Benefits Package

• Competitive full-time salary + bonus
• HMO coverage
• Company Funded Mental Health Resources
• Fitness Incentives Package
• Wellness Perks

How We Work Together

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. 

• For this remote role, occasional travel to our Manila office is expected for in-person collaboration up to 3 times a year.

Details

Location: Philippines (REMOTE)

Employment Type: Salaried Full Time

Work Schedule: 10:00 a.m.–6:30 p.m. Pacific Time

Department: Customer Experience

Training Bond Policy

This role includes a six-month probationary period. During this period, 10% of compensation will be withheld and released in full upon successful completion of probation.

How To Apply

If you're hungry to do the best work of your career, on a product that actually matters, let's talk.

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.