Team Lead, Customer Support

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 Team Lead, Customer Support to elevate the Support function by providing high-quality, empathetic and efficient resolution of customer issues while mentoring the support team, optimizing support processes and fostering cross-functional collaboration. The Team Lead, Customer Support ensures operational excellence, drives customer satisfaction and supports the development of a high-performing, motivated support team.

This is a hybrid position based in our Boston office, with in-person collaboration at least four days per week (Monday–Thursday).

What you'll do

• 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.

What you bring

• 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

Pay & Benefits

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.

Range: $90,000-$100,000

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.

Perks & Benefits at HqO

At HqO, we believe great work starts with great people, and supporting them inside and outside the office. Our benefits are designed to help you stay healthy, grow your career, and enjoy life along the way.

We offer:

• 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

How to apply

For consideration, please submit your resume.  We appreciate your interest in HqO and will be back in touch if it seems like your background and experience is a good fit!

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