Product Support Agent

Leap LLC

44d

About The Position

The Product Specialist is responsible for managing escalated and email-based support cases across Leap’s product suite. This role partners closely with the frontline Support team to resolve more complex customer issues and ensure timely, accurate case resolution.

The Product Specialist serves as a key bridge between Support and Product, helping to document issues clearly and contribute to overall product and process improvements.

Requirements

• 2-4 years of experience in technical support or client-facing SaaS support
• Strong troubleshooting and problem-solving skills
• Experience supporting web-based applications
• Ability to clearly communicate technical concepts in a customer-friendly way
• Strong organizational skills and ability to manage multiple cases
• Experience using case management or ticketing systems (e.g., Jira, Zendesk, Salesforce, etc.)
• Detail-oriented with a high level of ownership
• Associate/Bachelor’s degree or equivalent experience required

Nice To Haves

• Spanish fluency a plus

Responsibilities

• Manage escalated and email-based support cases across Leap’s products
• Conduct in-depth troubleshooting for complex customer issues that require additional investigation beyond frontline support
• Partner with frontline agents to gather necessary context and ensure smooth handoffs
• Document case details thoroughly within the case management system
• Submit Jira tickets with clear reproduction steps and relevant details when issues require Product or Engineering review
• Follow up on escalations to ensure timely resolution and communication back to customers
• Maintain internal documentation and contribute to knowledge base updates
• Identify recurring issues and share trends with leadership
• Support onboarding and training of frontline agents on more advanced workflows

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 withLifeMart(via ADP)– save on groceries, restaurants, entertainment, pet insurance, cell phones, child care, and more!
• MoveSpringWellness 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree