Position: Support Specialist
Compensation: $42,000–$46,000
Location: Remote
Award: Best in Biz Silver Award — Fastest Growing Company in the USA (under 99 employees)
Website: www.LeadSherpa.com
Recruiters and Agencies: No solicitation. Please do not contact Lead Sherpa’s hiring manager with staffing proposals. Emails will be ignored, reported as spam, and blocked.

Who is Lead Sherpa?

Core Values: Respect, Integrity, Drive, Innovation

Mission: To empower real estate professionals and help guide them to success.
Vision: To build the most powerful lead and data management technology suite in the real estate industry—and we’re well on our way.

Lead Sherpa is based in Denver, Colorado, but we operate as a fully remote team across the Western Hemisphere with a high level of autonomy and trust. We focus on creating a dynamic, positive, and supportive environment where team members can grow and thrive.

Schedules are flexible as long as deadlines are met. Team members take full ownership of their work—both independently and as part of the team. Our culture promotes camaraderie, belonging, and clear direction. Everyone understands our goals, where we’re headed, and how we’ll get there.

Team members receive company-sponsored health care, flexible time off, and access to a 401(k) plan with generous company matching. We take pride in owning our roles and being treated with respect, supported by the resources and training needed to meet goals and grow professionally.

We’re always looking for additional A-players to join us. If Lead Sherpa sounds like the place to apply your drive and skills, we’d love to hear from you.

Position Details: Support Specialist

Lead Sherpa is seeking a skilled Support Specialist to join our growing organization. You’ll provide technical support to customers by troubleshooting and resolving issues with our software as they arise.

To succeed in this role, you should have strong working knowledge of computers, software issues, and network technologies. Top candidates will also have excellent interpersonal skills and a commitment to great customer service.

Responsibilities:

• Troubleshoot and resolve customer issues promptly.
• Respond to customer questions, concerns, and issues quickly and professionally.
• Provide empathetic, thoughtful support to customers via Facebook, Freshdesk, email, and phone as needed.
• Communicate effectively with customers to diagnose problems and provide solutions.
• Walk customers through the process of resolving technical issues.
• Provide clear, detailed information to ensure accurate and helpful support.
• Document common support procedures customers can follow.
• Anticipate additional questions or concerns and proactively address them.
• Collaborate with Customer Success, Product, and Engineering teams to ensure issues are resolved and customers succeed.
• Monitor and meet performance goals, taking ownership of metrics such as customer satisfaction and first response time.
• Prioritize your workload so the most critical issues are handled first.

Requirements:

• 2 years of professional experience in a technical support role.
• Experience with ticketing platforms such as ZenDesk and FreshDesk.
• SaaS company experience is a plus.
• Experience with remote desktop applications.
• Strong written and verbal communication skills.
• Excellent interpersonal skills.
• Ability to quickly learn new technologies in a proactive way.
• Ability to adapt to fast-changing, high-paced situations.
• Strong analytical and problem-solving skills.
• High School Diploma or equivalent required.
• Bachelor’s degree in a related field is a plus.

Benefits:

US Team Members

• Company-sponsored health insurance, vision, and dental.
• 401(k) with company match.

International Team Members

• Company contribution toward health insurance expenses, as needed.

All Team Members

• Fully remote with a flexible schedule.
• Generous, flexible PTO policy.
• $2,000 home office/hardware gift — equipment is yours to keep.
• Individualized paid coaching and growth training.