Support Agent

Job Description

Job Description

Hiring Locations: Must be based in the Baltimore, MD or Columbia, MD markets (or surrounding areas).

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.

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.

This is an opportunity to join a fast-paced, high-growth SaaS organization and build foundational product and customer expertise.

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.
• Assist 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.
• Ability 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.

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.