CRM Specialist

Job Description

Job Description

About Us

At Leap, we're on a mission to transform the home improvement industry - and we want you to be part of that journey. We're proud to be recognized on the Inc. 5000 and Inc. Regionals lists for 5+ consecutive years, reflecting sustained growth driven by innovation, strong execution, and an incredible team. We build technology that helps contractors work smarter, scale faster, and deliver better experiences to their customers.

When you join Leap, 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. We believe great work happens when people are supported outside of work, which is why we offer comprehensive benefits and wellness resources for you and your family.

Take the Leap today and help shape what's next.

This is a high-volume position that we fill often. By applying, you'll be added to our priority list for upcoming openings. Thank you for your interest in joining Leap - let's stay in touch!

Position Overview

We are seeking a dynamic and detail-oriented CRM Specialist to join our team. In this role, you will lead engaging Zoom training sessions, manage customer projects, provide backend training, and configure software to meet customer needs. You will also develop innovative solutions to address customer requests, ensuring their successful integration and satisfaction. This is a fantastic opportunity for a motivated individual to thrive in a fast-paced environment with ample opportunities for professional growth and advancement.

Responsibilities

• Lead Interactive Training Sessions: Conduct engaging, hands-on training sessions via Zoom to ensure customers effectively utilize the software.
• Manage Customer Projects: Oversee customer onboarding projects from initiation to completion, ensuring timely delivery and adherence to project plans.
• Backend Training and Configuration: Provide in-depth training on backend functionalities and configure software settings to align with customer requirements.
• Customer Support and Solution Development: Address customer requests by devising innovative solutions and ensuring their business needs are met.
• Project Management: Implement project management best practices, including time tracking, development and maintenance of detailed project plans, and clear, consistent communication.
• Issue Identification and Mitigation: Proactively identify potential issues, risks, and concerns during the onboarding process and take appropriate actions to mitigate them.
• Customer Education Programs: Assist in developing and executing educational programs to support new business initiatives, ensuring customers are well-informed and empowered.
• Cross-Departmental Collaboration: Work collaboratively with various departments within Customer Success to ensure customer accounts are configured to meet their business needs.
• Enhance Customer Experience: Serve as a driving force in delivering a positive and seamless customer onboarding experience, ensuring high levels of satisfaction and success.

Qualifications

• Experience with Web-Based Applications : 1-2 years of experience using, supporting, or troubleshooting web-based applications.
• Client-Facing Role Experience : 1-2 years of experience in an external client-facing role, demonstrating strong customer service skills.
• Software Implementation : 1-2 years of experience with software implementation, showcasing the ability to guide clients through the setup process. Familiarity with CRM tools preferred.
• Project Management : 1-2 years of project management experience, including planning, executing, and overseeing projects to ensure timely completion.
• Required: Fluency in English and Spanish, as this role will regularly interact with Spanish-speaking customers across phone, email, and chat channels.
• Strongly preferred: Prior experience working with or onboarding customers in retail home services, contractor-focused, or field service businesses, or a closely related industry.
• Communication Skills : Excellent written and verbal communication skills to effectively convey information and instructions.
• Technical and Analytical Skills : Strong technical, analytical, and troubleshooting skills to address and resolve client issues.
• Organizational Skills: Strong organizational skills with the ability to manage multiple tasks and projects simultaneously.
• Attention to Detail: Exceptional attention to detail and accuracy in all work.
• Prioritization and Time Management: Ability to prioritize tasks and manage workload efficiently in a high-volume, deadline-driven environment.
• Education : Associate's degree or Bachelor's degree required

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

Pay Range

$60,000—$67,500 USD

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!
• MoveSpring 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!

Join us and experience a company that truly invests in YOU !

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.

Leap, LLC collects personal information from job applicants as part of our recruiting and hiring process. This information is collected directly from you and from third parties such as background check providers and professional references. It is shared only with Greenhouse Software Inc. (our recruiting platform) and others as required by law. We do not sell your personal information.

The categories of information we collect, and the purposes for which we use them, include:

• Identifiers (name, email, phone, address) — to contact you and manage your application

• Professional information (resume, work history, skills, references) — to evaluate your qualifications

• Education information (degrees, certifications) — to verify credentials required for the role

• Background check data (criminal history, employment verification) — to complete pre-employment screening as permitted by law

• Voluntary demographic information (EEO data) — for legally required reporting only; not used in hiring decisions