HqO · 2 days ago
Tier 2 Support Representative
Boston, MA
Full-time
Hybrid
Mid Level
$71K/yr - $79K/yr
3+ years expHqO is a company focused on connecting real estate to people through innovative applications and services. They are seeking a Tier 2 Support Representative to provide high-quality support for complex customer inquiries and technical issues, ensuring customer satisfaction and contributing to operational excellence.
Commercial Real EstateEnterprise SoftwareMobile AppsReal Estate
Responsibilities
Respond to Tier 2 support tickets promptly and efficiently, meeting SLA targets without compromising on quality
Troubleshoot and resolve escalated customer inquiries with accuracy, empathy, and professionalism
Deliver exceptional customer experiences that result in high CSAT and contribute to overall retention and NPS
Act as a bridge between Support, Product, and Engineering teams, relaying insights that improve the product and customer experience
Contribute to the internal knowledge base by documenting new solutions, workflows, and product FAQs
Provide guidance and enablement to Tier 1 representatives to enhance team knowledge and performance
Participate in regular team huddles, coaching sessions, and company-wide rhythms, embodying HqO’s culture and commitment to excellence
Qualification
Required
Fluency in English (Written and Verbal)
3-5 years of experience in a customer support, technical support, or help desk role (SaaS experience strongly preferred)
Proven troubleshooting and problem-solving skills, with strong attention to detail
Excellent communication skills, with the ability to translate technical information into clear, customer-friendly language
Experience using support ticketing systems (HubSpot is a pre)
Ability to collaborate cross-functionally with Product, Engineering, and Account Management teams
A proactive, accountable, and empathetic mindset: driven to provide best-in-class customer experiences
Benefits
Comprehensive medical, dental & vision plans for you and your dependents
Fully paid parental leave (12 weeks), in addition to state and federal leave standards
Pre-tax commuter benefits for qualified travel expenses
Access to professional development tools, like free membership to LinkedIn Learning (thousands of expert-led courses)
In-Office First Culture: Employees are in-office Monday - Thursday
Unlimited time off to recharge
Company
HqO
HqO creates workplace experience technology that transforms how people connect with each other and the places they work.
51-200 employees
Funding
Current Stage
Late StageTotal Funding
$156.85MKey Investors
Koch, Inc.JLL SparkInsight Partners
2023-10-18Series D· $50M
2022-07-12Series Unknown
2021-04-14Series C· $60M
Leadership Team
Chase Garbarino
Cofounder and CEO
Jared Stenquist
Co-Founder
Recent News
2025-10-09
2025-06-06
2025-06-05
Company data provided by crunchbase