Support Agent (High-Volume, Always Accepting Applications)

Job Description

Job Description

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!

About Us

At Leap, we want YOU to be part of our journey as we transform the home improvement industry! We’ve been recognized as a Top Workplace and placed on Inc. 5000’s Fastest Growing Companies for 4+ consecutive years. Our complete platform paves the way for a new era in efficiency and professionalism for contractors. Share our passion for innovation and excellence and allow your creativity to meet craftsmanship.

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. Take the Leap today!

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

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 :

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.