Support Agent – High-Volume

Job not on LinkedIn

🕒 March 2

🌽 Illinois, Maryland – Remote

🌽 Illinois – Remote 🦀 Maryland – Remote

💵 $50k - $55k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Leap

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

☁️ SaaS

🤝 B2B

SaaS • B2B

Leap is a SaaS CRM and in-home sales platform built for roofing, remodeling, and other residential construction contractors. It streamlines estimating, proposals, dynamic contracts, payment processing, subcontractor and customer portals, and field sales workflows while integrating with partners like QuickBooks, GreenSky, EagleView, and Angi. Leap targets B2B customers (roofers, remodelers, windows & doors, HVAC, plumbing and general contractors) to help them win, manage, and scale more jobs.

📋 Description

• 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).

🎯 Requirements

• 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. • Bachelor’s degree or equivalent experience preferred.

🏖️ Benefits

• 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!