Junior Support Representative

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’re seeking a Junior Support Representative to join our Customer Support team. As a Junior Support Representative, you’ll be responsible for delivering timely, empathetic, and accurate responses to customer and end-user inquiries. You’ll focus on resolving Tier 1 support tickets, maintaining a positive customer experience, and contributing to internal knowledge-sharing efforts.

This is an excellent opportunity to build foundational skills in customer communication, SaaS operations, and support systems, while contributing directly to HqO’s reputation for exceptional service. This position follows a hybrid work model, with a minimum of three days per week (Tuesday–Thursday) in our Boston office.

What you'll do

• Respond to Tier 1 support tickets within defined SLAs, providing accurate and professional responses.
• Resolve issues efficiently, escalating only when appropriate to ensure timely resolution for customers.
• Maintain a positive and helpful tone in all customer interactions, driving high CSAT (Customer Satisfaction) scores.
• Contribute to HqO’s internal knowledge base by documenting FAQs, solutions, and troubleshooting steps.
• Collaborate across teams to ensure seamless customer experiences and share insights from front-line interactions.
• Operate within HqO’s core systems and rhythms, including ticket management tools (HubSpot) and performance tracking metrics.

What you bring

• 1+ years of experience in a customer service or support role (SaaS experience preferred).
• Strong written and verbal communication skills, with a customer-first mindset.
• Demonstrated problem-solving abilities and attention to detail in issue resolution.
• Ability to manage multiple tickets and priorities with strong time management and organization.
• Eagerness to learn and grow technical knowledge about HqO’s products and real estate technology.
• Experience using ticketing systems such as HubSpot.
• A proactive, coachable attitude - willing to take feedback and continuously improve.
• Team-oriented and collaborative, with a positive and adaptable outlook.

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: $57,200-$68,200

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 co