Support Agent

At Leap, we want YOU to be part of our journey as we transform the home improvement industry! Our complete platform paves the way for a new era in efficiency and professionalism for contractors. As a dynamic and remote employer in the B2B SaaS space, we believe in unleashing your potential no matter where you are. Share our passion for innovation and excellence and allow your creativity to meet craftsmanship. For the past three years, Leap has been awarded Top Workplace and placed on Inc. 5000’s Fastest Growing Companies list. Take the Leap!

Position Overview

The Support Agent is responsible for providing technical support to Leap customers through phone, email and chat mediums. This role is a great opportunity for anyone interested to join a fast-paced culture and grow within an organization. Leap is a hyper-growth company that is leading the shift to digital operations within the home services industry. 

 Responsibilities

• Provide timely, professional, and accurate responses to clients who submit product-related inquiries via email, phone 
• Enter all correspondence and necessary information related to a case into the case management system 
• Submit Jira tickets to the Team Lead and/or Product Team relating to issues reported by clients
• Collaborate and follow-up with the Product Team on cases that require escalation  
• Manage case work load by monitoring open case queue and addressing cases in order in which they are received 
• Serve as Subject Matter Expert (SME) for cross-functional teams 
• Create, grow and manage internal knowledgebase including FAQ’s, troubleshooting tips, best practices, instructional videos, etc.  
• Assist in training and onboarding of new Support Team members

Qualifications
 

• Associate/Bachelor’s degree or equivalent experience required 
• 2-3 years of experience serving in an external client-facing role supporting clients via phone or email 
• 2-3 years of experience using, supporting, or troubleshooting web-based applications    
• Demonstrates patience and empathy and has the ability to stay calm when dealing with customers under stress 
• Strong technical, analytical and troubleshooting skills 
• Outstanding attention to detail and accurateness 
• Ability to manage and prioritize multiple tasks simultaneously 
• Working knowledge of incident tracking software and reporting capabilities 
• Ambition, drive, and ability to learn quickly and adapt to change 

 
 What it’s like to work at Leap

When you join Leap, you’ll collaborate with curious minds, bold innovators and smart risk-takers. As a member of our team, you’ll be valued, supported, and included. With a transparent culture and approachable leadership, we offer career opportunities that match your ambitions and talents. To help maintain your work-life balance, we offer a range of resources for you and your family, including comprehensive benefits and wellness plans. 

Benefits 

• Medical, dental and vision benefits – affordable health care plans and company HSA contributions, starting the first of the month following 30 days of employment
• 401(k) company match
• Competitive time off package with 20 vacation days, 10 wellness days, 8 company holidays, 2 floating holidays, and 2 volunteer days
• Comprehensive Employee Assistance Program
• LifeMart discounts through ADP that include services such as groceries, restaurants, entertainment, pet insurance, auto, cell phone, child care and so much more
• Access to the MoveSpring app – an activity platform to enhance physical & mental health: includes company step challenges, exercise content, meditation tools and wellness-focused blogs
• Culture and team-building activities

Leap is an Equal Employment Opportunity and Affirmative Action Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment decisions are made based on qualifications, merit, and business needs.