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HqO · 2 weeks ago

Team Lead, Customer Support

Boston, MA

Full-time

Hybrid

Mid, Senior Level

$90K/yr - $100K/yr

5+ years exp

HqO is connecting real estate to the people with an innovative suite of applications and services. The Team Lead, Customer Support will enhance the support function by resolving customer issues, mentoring the support team, and optimizing processes to drive customer satisfaction.

Commercial Real EstateEnterprise SoftwareMobile AppsReal Estate

Responsibilities

Lead by example by handling Tier 2 and escalated tickets, ensuring SLAs are met and high-quality responses and resolutions are delivered

Act as a point of escalation for critical issues, ensuring customer concerns are resolved and feedback is shared with internal teams in a timely manner

Standardize support workflows, documentation practices and identify opportunities to enhance support efficiency

Regularly collaborate with EPD, Account Management, Services and Onboarding to optimize internal communication and improve the overall customer experience

Coach and train Tier 1 and Tier 2 support team members. Build knowledge resources, deliver training and create scalable assets that empower team members to succeed

Participate in and operate within the company operating system and culture

Qualification

Technical support experienceCoachingSupport processes knowledgeMentorshipSaaS experienceTicketing systemsSLA managementProcess improvement mindsetAdaptability to changeLearning new technologyCustomer-focused mindsetCommunication skillsCross-functional collaboration

Required

5+ years of proven experience in technical support or customer service (preferably SaaS or real estate tech) with a demonstrated ability of coaching/mentorship to peers

A customer-focused mindset

Deep understanding of support processes, ticketing systems, and escalation management

Strong written and verbal communication skills

Ability to collaborate cross-functionally across technical and non-technical teams

Process improvement mindset and comfort with change/ambiguity

Familiarity with SLA management

Demonstrated ability to learn and implement new technology quickly and accurately