Kayako Employees Reviews, Feedback, Testimonials

Employee Testimonials

“I joined as a support agent and stayed for the people — you will not find a colder team,” says one current employee. Another engineer notes, “You’ll get meaningful product work quickly; the codebase is approachable and the feedback is direct.” A sales rep shared, “You will have autonomy over your targets but you will also get real coaching when you need it.” These voices paint a picture of genuine pride mixed with candid feedback. People often mention that working at Kayako feels like being part of a small, mission-driven team where your contributions are visible and appreciated.

Company Culture

The company culture at Kayako leans toward customer obsession and practicality. Teams prioritize solving real problems for clients over flashy features. Collaboration is common; cross-functional work is encouraged and engineers, support, and product often sit in the same planning conversations. Transparency is emphasized in company updates, though some employees say communication could be tighter during fast growth phases. Overall, company culture at Kayako favors humility, responsibility, and direct communication.

Work-Life Balance

Work-life balance at Kayako is generally positive. You will find flexible schedules and understanding managers who respect personal time. During product launches or major incident responses, you may have to work longer hours, but those are usually episodic rather than constant. Remote and hybrid employees report that they can structure their day to fit family or personal commitments. If you value a healthy balance, work-life balance at Kayako will likely be one of the reasons you stay.

Job Security

Job security at Kayako is stable overall. The product has a steady customer base and recurring revenue streams which support ongoing operations. There are occasional reorganizations to align teams with strategic priorities, but there is not a culture of frequent mass layoffs. You will be able to expect reasonable continuity if performance is solid and you contribute to core initiatives.

Leadership and Management

Leadership is competent and product-focused. Executives articulate a clear vision for customer support excellence and long-term sustainability. They make pragmatic decisions about feature prioritization and cost control. Areas to improve include more consistent cadence of communication during rapid change and broader visibility into long-term hiring plans. Leadership is approachable and accessible for most employees, which helps maintain trust across levels.

Manager Reviews

Managers at Kayako vary in style but tend to be hands-on and supportive. Many managers provide regular one-on-ones, clear goal-setting, and actionable feedback. There are some instances of micromanagement in teams undergoing tight deadlines, but these appear situational rather than systemic. Performance evaluations are typically fair and tied to measurable outcomes. If you prefer a manager who mentors and empowers, you will find several at the company.

Learning & Development

There is an active focus on learning and development. Employees receive budgets for online courses and conferences and there are internal knowledge-sharing sessions and hack days. Mentorship is informal and peer-driven; senior staff are generally willing to coach juniors. Formal leadership development programs are limited but growing as the company scales. Overall, the environment supports continuous improvement and practical upskilling.

Opportunities for Promotions

Opportunities for promotions exist but are competitive. Because teams are lean, roles may broaden faster than in larger firms, which can accelerate promotion for high performers. Promotions are more accessible in product and engineering where measurable impact is visible; they are slower but possible in support and operations. Career ladders are being refined, and you will find that demonstrating impact and cross-functional leadership increases promotion chances.

Salary Ranges

Salary ranges vary by geography and experience. Approximate ranges (USD equivalents) are:

• Support Agent: $35,000–$55,000
• Customer Success / Account Manager: $45,000–$80,000
• Software Engineer: $60,000–$115,000
• Senior Engineer / Tech Lead: $100,000–$150,000
• Sales Executive: $50,000–$120,000 (base) plus commission
• Engineering Manager / Product Manager: $90,000–$160,000

These are approximate and will vary by location, role scope, and seniority. Compensation is designed to be market-competitive for a mid-sized SaaS company.

Bonuses & Incentives

Bonuses and incentives are available and are most prominent in sales roles through commission structures. There are performance bonuses for meeting team goals and spot awards for exceptional contributions. Equity or stock options may be offered to certain hires depending on seniority and region. The bonus structure rewards measurable outcomes and customer success metrics.

Health and Insurance Benefits

Health and insurance benefits are standard and comprehensive for most locations. Plans typically include medical, dental, and vision coverage, with mental health support and an employee assistance program. Retirement plans (401(k) or local equivalents) and basic disability coverage are offered in applicable regions. Benefits vary by country, but the company aims to provide competitive packages aligned with local norms.

Employee Engagement and Events

Employee engagement focuses on team socials, periodic offsites, and virtual events that include hackathons and product demos. Quarterly town halls and AMA sessions with leadership are common. Engagement initiatives seek to build community across remote and office teams and to recognize high performers through awards and shout-outs.

Remote Work Support

Remote work support is strong. The company provides home office stipends, collaboration tools, and clear remote-first practices. Communication is largely asynchronous and meetings are scheduled to respect time zones. New hires receive onboarding resources tailored for remote employees. Overall, the remote experience is well supported and continually improving.

Average Working Hours

Average working hours are roughly 40 per week for most roles. During sprints, launches, or customer incidents, hours can extend temporarily. Support and customer-facing roles may have shift-like schedules to cover time zones. The company monitors workload to avoid chronic overtime.

Attrition Rate & Layoff History

Attrition is moderate and typical for a growing SaaS business. Employee turnover is concentrated in early-career roles and those experiencing rapid career shifts. There have been occasional restructurings to align teams with strategic priorities, but there has not been a pattern of large-scale layoffs in recent cycles. The company focuses on internal mobility to reduce voluntary attrition.

Overall Company Rating

Overall, Kayako is a solid place to work if you value meaningful product work, customer-focused teams, and a supportive atmosphere. The company culture at Kayako combines practicality with a collaborative spirit, and working at Kayako will give you opportunities to broaden your skills quickly. Strengths include a healthy work-life balance at Kayako, competent leadership, and strong remote support. Areas to watch are promotion timelines, regional salary competitiveness, and communication during rapid growth. Rating: 3.9 out of 5 — recommended for people who prefer a mission-driven, close-knit SaaS environment.