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Chat Support Jobs in Baltimore, MD (NOW HIRING)

Leap LLC

Support Agent

Columbia, MD · On-site

$50K - $55K/yr

Position Overview The Support Agent serves as the first point of contact for Leap customers ... Provide timely, professional, and accurate responses to clients via phone, email, and chat.

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All JobsChat Support JobsChat Support Jobs in Baltimore, MD

Chat Support information

See Baltimore, MD salary details

$14

$25

$44

How much do chat support jobs pay per hour?

As of Aug 7, 2026, the average hourly pay for chat support in Baltimore, MD is $25.88, according to ZipRecruiter salary data. Most workers in this role earn between $19.09 and $28.17 per hour, depending on experience, location, and employer.

What are some common challenges faced by chat support representatives, and how can they be managed effectively?

Chat support representatives often encounter challenges such as handling multiple conversations simultaneously, addressing complex customer issues without visual cues, and maintaining a friendly tone under pressure. To manage these effectively, it's important to develop strong multitasking skills, utilize knowledge bases or canned responses for efficiency, and practice patience and empathy during interactions. Regular training and open communication with teammates and supervisors also help in sharing best practices and troubleshooting difficult cases.

What is the difference between Chat Support vs Customer Service Representative?

AspectChat SupportCustomer Service Representative
Primary RoleHandle customer inquiries via live chat platformsAssist customers through phone, email, or in-person interactions
Work EnvironmentOnline, computer-based, often remoteOffice, call center, or remote
Required SkillsTyping speed, written communication, problem-solvingVerbal communication, empathy, multitasking
Common CertificationsNone typically required, but customer service or communication courses helpCustomer service certifications may be preferred

Chat Support and Customer Service Representative roles both focus on assisting customers, but Chat Support specializes in online live chat interactions, while Customer Service Representatives may handle calls, emails, or in-person support. Both roles require strong communication skills, but Chat Support emphasizes written communication and quick typing, often in a remote setting. Understanding these differences helps job seekers find the right position aligned with their skills and preferences.

Are remote chat support jobs legit?

Remote chat support jobs are legitimate positions that involve assisting customers via online chat platforms. They often require good communication skills, basic computer knowledge, and sometimes specific training or certifications. However, job seekers should research employers to avoid scams and verify the legitimacy of offers before committing.

What are the key skills and qualifications needed to thrive as a chat support representative?

To thrive as a Chat Support representative, you need strong written communication skills, problem-solving abilities, and familiarity with customer service practices, often supported by a high school diploma or equivalent. Proficiency with live chat platforms, CRM systems, and ticketing tools is typically required. Patience, empathy, and the ability to multitask effectively help you stand out in handling diverse customer needs. These skills ensure efficient, accurate, and positive customer interactions, which are vital for customer satisfaction and retention.

What is a chat support representative?

Chat Support representatives are professionals who assist customers through online chat platforms. They handle inquiries, resolve issues, provide information about products or services, and guide users through troubleshooting steps, all via text-based communication. Chat Support agents are often the first point of contact for customers needing help, and they play a crucial role in ensuring customer satisfaction by responding promptly and efficiently to messages. Their work may involve using specialized software to manage multiple conversations, access customer information, and escalate complex issues to higher-level support when necessary.

How do you become a chat support agent?

To become a chat support agent, candidates typically need a high school diploma or equivalent, strong communication skills, and basic computer proficiency. Some employers prefer prior customer service experience or familiarity with chat platforms and tools. Training is often provided by the employer to familiarize new agents with company policies and software.
What are the most commonly searched types of Chat Support jobs in Baltimore, MD? The most popular types of Chat Support jobs in Baltimore, MD are:
What are popular job titles related to Chat Support jobs in Baltimore, MD? For Chat Support jobs in Baltimore, MD, the most frequently searched job titles are:
What job categories do people searching Chat Support jobs in Baltimore, MD look for? The top searched job categories for Chat Support jobs in Baltimore, MD are:
What cities near Baltimore, MD are hiring for Chat Support jobs? Cities near Baltimore, MD with the most Chat Support job openings:
Chat Support jobs near you
Infographic showing various Chat Support job openings in Baltimore, MD as of August 2026, with employment types broken down into 59% Full Time, 35% Part Time, and 6% Contract. Highlights an 94% In-person, and 6% Remote job distribution, with an average salary of $53,835 per year, or $25.9 per hour.

Support Agent

Leap LLC

Columbia, MD • On-site

$50K - $55K/yr

Full-time

Medical, Retirement

Re-posted 22 days ago

Job description


Hiring Locations: Must be based in the Baltimore, MD or Columbia, MD markets (or surrounding areas).


About Us

At Leap, we’re on a mission to transform the home improvement industry - and we want you to be part of that journey. We’re proud to be recognized on the Inc. 5000 and Inc. Regionals lists for 5+ consecutive years, reflecting sustained growth driven by innovation, strong execution, and an incredible team. We build technology that helps contractors work smarter, scale faster, and deliver better experiences to their customers.
When you join Leap, you’ll work alongside curious minds, bold innovators, and thoughtful risk-takers who care deeply about doing great work - and doing it together. Our culture is transparent, supportive, and grounded in approachable leadership. We actively listen to our employees through semi-annual engagement surveys, maintain a strong eNPS score, and consistently act on feedback to improve what’s working and where we can do better. We believe great work happens when people are supported outside of work, which is why we offer comprehensive benefits and wellness resources for you and your family.
Take the Leap today and help shape what’s next.


Position Overview


The Support Agent serves as the first point of contact for Leap customers, providing technical support through phone, email, and chat channels. This role is responsible for initial triage, troubleshooting, and resolution of customer issues, or proper escalation in accordance with established service level agreements (SLAs) and escalation procedures.

This is an opportunity to join a fast-paced, high-growth SaaS organization and build foundational product and customer expertise.

Responsibilities


  • 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).

Qualifications


  • Associate's degree or Bachelor's degree required.
  • 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.


Benefits


We believe in supporting our employees holistically - your health, financial well-being, time to recharge, and overall happiness matter to us. Here’s what you can look forward to:


  • 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!


Join us and experience a company that truly invests in YOU!

Leap is an Equal Employment Opportunity and Affirmative Action Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment decisions are made based on qualifications, merit, and business needs.