About the role
Tier 2 Support Representative (Boston, MA) Tier 2 Support Representative (Boston, MA) About HqO HqO is connecting real estate to the people with an asset agnostic, cross-property suite of powerful applications and services that foster best-in-class, dynamic end-user experiences. HqO’s REX (Real Estate Experience) Platform assesses the health and performance of a person’s experience within a physical space while providing the necessary tools for operators to manage and optimize it, all from one central location. HqO has been trusted to power 400 million+ square feet across 1800+ properties in 32 countries, and we’re backed by some of the world’s most prominent VC and real estate companies as we continue to grow rapidly across the world. We’re driven by our core values of LET’S GO (Learning, Excellence, Truth, Service, Goodness, Ownership) which define our culture and push us to do our best work every day. If you want to join a fast-growing, highly collaborative, and supportive team that is at the forefront of real estate transformation, we’re the company for you.
About
the role We are seeking a Tier 2 Support Representative to join our growing Customer Support team. In this role, you’ll serve as a key escalation point for complex customer inquiries and technical issues, ensuring timely, empathetic, and high-quality support that drives satisfaction, retention, and operational excellence. You will play a critical role in supporting our customers, ensuring they receive the exceptional support and care that we pride ourselves on at HqO. This position will enjoy a collaborative hybrid work model, with a minimum of four days per week (Monday -Thursday) in our Boston office.
What you'll do 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. What you bring 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. Pay &
