Tier 2 Support Representative

HqO • Boston, MA

6h • $71,000 - $79,000 • Hybrid

About The Position

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.

Requirements

• 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.

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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed