COMPANY OVERVIEW

LEAP Enterprises is a stealth Seattle-area technology company solving the biggest business issue in the world today: Consumer identity privacy.

In today’s world of digital and physical transactions, LEAP creates a responsible way for individuals to interact with people and businesses. Our novel approach protects and empowers the individual while reducing the fear associated with how information is used and shared by today’s largest global companies.

There is an imperative in the business community today to quickly and reliably know that you are who you say you are while protecting the data you share with them. LEAP explores the technology and biology of privacy, combining user experience, machine learning, psychology and more to provide the best solutions in the business of privacy.

Today’s enterprises must move quickly to earn and retain your business while staying one step ahead of the ever-changing data privacy landscape. LEAP needs you to help partner with organizations and individuals to provide leading-edge solutions in the race for privacy protection. LEAP has several Fortune 500 customers across industries and building an all-star team that will change the game.

"Okay?" You might be asking. It's great to talk about the business of privacy, but... what exactly are these solutions you're building? …We can’t tell you quite yet.

Our job is to keep our work out of the wrong hands. But more than that, we need people on our team who believe in the mission to safeguard privacy amidst 21st century interactions. It’s more than a job, it’s a movement on the frontlines of privacy and commerce affecting tens of millions every year.

ROLE OVERVIEW

We are building a global customer success organization to support our rapid growth and provide the magical experience our Fortune 500 customers expect. Reporting to the Senior Director Global Customer Support & Administration the Supervisor Customer Support & Operations is responsible for hiring, training, and leading a team of assigned Success Analysts in performing their duties to their maximum potential. Your team will be on the front lines of driving customer value, ensuring that we provide interstellar 24x7x365 customer support, product QA, and other general product administration tasks. This role requires a leader, teacher, and builder of the next great generation of contributors to the company. Your measurements of success will be tied to resolution rates, quality outcomes, and customer satisfaction.

TOP 3 KEY OUTCOMES IN YOUR FIRST YEAR

  1. A Vibrant, Effective Team – You’ve created the winning culture, filled it with more exemplary people, and are respected for the measurable customer outcomes they’re delivering.
  2. Excellence Driver – You’ve helped your reports uncover and unlock their potential and not only are they hitting their critical objectives for our customers and business, but they’re having an outstanding time doing so.
  3. Multiplier Manager – You’ve shown a knack for continuous improvement and a means for testing, presenting, and receiving signoff from your peers and leadership. Always striving for greatness, you’ve found the way to communicate your ideas, tie measurable outcomes to them, and have seen them through to fruition.

QUALIFICATIONS:

  • 1 - 3 years customer support supervisory experience in a SaaS (or similar) business environment.
  • Strong ability to explain technical concepts to a non-technical audience.
  • Excellent interpersonal and communication skills and demonstrated high level of client confidentiality, independent judgment, tact and diplomacy.
  • Ability to prioritize tasks, work independently and work in a high security environment.
  • Bachelor’s Degree required.

PREFERRED QUALIFICATIONS

  • Familiarity working with distributed teams & multi-site offices
  • Familiarity working with a global company
  • Familiarity with analysis
  • Working with Salesforce Service Cloud, Jira, and/or Confluence
  • You’re fun, and make work even funner for your team, because that’s how it should be :)

LOCATION:

Redmond, WA