Support Agent – High-Volume

Job 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!