Tier 2 Support Representative

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.

• 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.

• 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 (Hub Spot 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.

The compensation range below includes base salary and bonus or on‑target incentive compensation, if applicable. The range reflects HqO’s reasonable, good‑faith estimate of what the company expects to pay for this role at the time of posting.

$71,000 - $79,000

Actual compensation will vary based on factors such as skills, experience, and qualifications. In addition to cash compensation, HqO employees are eligible for equity and comprehensive benefits.

• 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 Linked In Learning (thousands of expert‑led courses)
• In-Office First Culture:
  Employees are in-office Monday - Thursday
• Unlimited time off to recharge