Support Agent

Position Overview

The Support Agent serves as the first point of contact for Leap customers, providing technical support through phone, email, and chat channels. This role is responsible for initial triage, troubleshooting, and resolution of customer issues, or proper escalation in accordance with established service level agreements (SLAs) and escalation procedures.

Responsibilities

• Provide timely, professional, and accurate responses to clients via phone, email, and chat.
• Document all customer interactions and case details within the case management system.
• Submit and document bug reports or product issues within Jira as appropriate.
• Collaborate with Product and Engineering teams when escalation is required.
• Manage personal case queue and prioritize tickets in accordance with SLAs.
• Guide customers on product features, best practices, and workflows to drive successful product adoption.
• Identify recurring issues, trends, and product feedback and communicate insights to internal stakeholders.
• Contribute to and maintain internal knowledge base articles, FAQs, and troubleshooting documentation.
• Develop product expertise and support cross-functional teams as knowledge grows.
• Aid in onboarding and training initiatives as experience and expertise develop.
• Meet or exceed defined support performance metrics, including response time, resolution time, ticket quality, and customer satisfaction (CSAT).

Qualifications

• Associate's degree or Bachelor's degree required.
• 2–3 years of experience in a client-facing support role (phone, email, or chat).
• 2–3 years of experience supporting or troubleshooting web-based or SaaS applications.
• Fluency in English required; Spanish fluency strongly preferred.
• Demonstrated empathy, patience, and ability to remain calm under pressure.
• Strong technical, analytical, and troubleshooting skills.
• Outstanding attention to detail and accuracy.
• Able to manage and prioritize multiple tasks simultaneously.
• Working knowledge of CRM, ticketing, or customer support platforms (e.g., Salesforce, Zendesk, Jira) preferred.
• Basic understanding of SaaS applications, browser troubleshooting, and system configurations preferred.

Compensation and Benefits

Compensation will be determined based on experience, skills, and qualifications. Benefits include:

• Affordable Health & Wellness Coverage – comprehensive and competitive benefits package, starting the first of the month following your hire date.
• Invest in Your Future – 401(k) company match to help you build financial security.
• Time to Recharge – We believe time to rest and recharge matters. Leap offers a Flexible Time Off (FTO) policy, 10 paid sick days, and 8 paid company holidays.
• Comprehensive Employee Assistance Program (EAP) – resources to support your mental health, financial well-being, and everyday challenges.
• Exclusive Discounts with LifeMart (via ADP) – save on groceries, restaurants, entertainment, pet insurance, cell phones, child care, and more!
• MovSpring Wellness App – stay active and engaged with company step challenges, workout content, meditation tools, and wellness blogs for a healthier you!
• Culture & Team-Building Activities – we love to connect, celebrate, and grow together through team events, fun challenges, and company traditions like our Annual Summit!

About the Role

We are a fast-paced, high-growth SaaS organization dedicated to transforming the home improvement industry. You'll work alongside curious minds, bold innovators, and thoughtful risk-takers who care deeply about doing great work - and doing it together. Our culture is transparent, supportive, and grounded in approachable leadership. We actively listen to our employees through semi-annual engagement surveys, maintain a strong eNPS score, and consistently act on feedback to improve what’s working and where we can do better.

Benefits

We believe in supporting our employees holistically - your health, financial well-being, time to recharge, and overall happiness matter to us. Here’s what you can look forward to:

• Affordable Health & Wellness Coverage – comprehensive and competitive benefits package, starting the first of the month following your hire date.
• Invest in Your Future – 401(k) company match to help you build financial security.
• Time to Recharge – We believe time to rest and recharge matters. Leap offers a Flexible Time Off (FTO) policy, 10 paid sick days, and 8 paid company holidays.
• Comprehensive Employee Assistance Program (EAP) – resources to support your mental health, financial well-being, and everyday challenges.
• Exclusive Discounts with LifeMart (via ADP) – save on groceries, restaurants, entertainment, pet insurance, cell phones, child care, and more!
• MovSpring Wellness App – stay active and engaged with company step challenges, workout content, meditation tools, and wellness blogs for a healthier you!
• Culture & Team-Building Activities – we love to connect, celebrate, and grow together through team events, fun challenges, and company traditions like our Annual Summit!