Team Lead, Customer Support at Hqo in Boston, MA | USD90,000-100,000 | Kablio

Role

Description

support standardization

team collaboration

team training

ticket handling

critical escalation

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.
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.

Requirements

ticketing

sla

technical support

collaboration

communication

customer focus

Ability to collaborate cross-functionally across technical and non-technical teams
Deep understanding of support processes, ticketing systems, and escalation management
Demonstrated ability to learn and implement new technology quickly and accurately
Strong written and verbal communication skills
A customer-focused mindset
Process improvement mindset and comfort with change/ambiguity
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
Familiarity with SLA management

Benefits

Unlimited time off to recharge
Access to professional development tools, like free membership to LinkedIn Learning (thousands of expert-led courses)
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

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

2018

Founded

The company was established in 2018 by a team of visionaries aiming to transform the way people experience space.

32 Countries Served

The company operates across 32 countries, reaching a global audience with its innovative solutions.

400M+

Square Feet Managed

The company manages over 400 million square feet of commercial space, showcasing its extensive reach and impact.

$200M+

Funding Secured

The company has secured over $200 million in funding, reflecting strong investor confidence in its platform and vision.

Reimagining how people experience space through tenant-centric digital tools for landlords and property teams.
Already deployed across 1,500+ properties worldwide and trusted by 57% of Fortune 100 companies.
Typical projects include experience management implementations, intelligence dashboards, and amenity marketplaces.
Specializes in property operations, tenant engagement, workspace booking, and platform intelligence.

Culture + Values

$1.2B

Global Revenue in FY2023

The company achieved its highest revenue to date, reflecting strong growth and market leadership in its industry.

A team culture built on passion, intelligence, and dedication drives exceptional client value through innovative solutions.
Success is prioritized through cross-functional collaboration and transparent communication, ensuring accountability across teams.
Customer satisfaction is at the heart of everything, with a relentless focus on meeting and exceeding client expectations.
Empowerment is central to the company’s structure, allowing employees to make impactful decisions independently and drive results.

Environment + Sustainability

2030

Net Zero Target

Aiming to achieve net zero carbon emissions by this year.

Improving energy efficiency of buildings.
Promoting sustainable workplace solutions.
Designing products to reduce energy usage and streamline operations.
Minimizing waste and maximizing resource efficiency.
Assessing supply chain for environmental impact reduction.

Inclusion & Diversity

40% Leadership

Gender Diversity

Representation of women in leadership roles.

Fosters a diverse and inclusive workplace where every team member feels valued and respected.
Aims to create a workplace with equal opportunities for advancement and growth.

Articles

About Us

Our Customers

Enterprise Services

Workplace Convenience Services

Role

Description

support standardization

team collaboration

team training

ticket handling

critical escalation

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.
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.

Requirements

ticketing

sla

technical support

collaboration

communication

customer focus

Ability to collaborate cross-functionally across technical and non-technical teams
Deep understanding of support processes, ticketing systems, and escalation management
Demonstrated ability to learn and implement new technology quickly and accurately
Strong written and verbal communication skills
A customer-focused mindset
Process improvement mindset and comfort with change/ambiguity
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
Familiarity with SLA management

Benefits

Unlimited time off to recharge
Access to professional development tools, like free membership to LinkedIn Learning (thousands of expert-led courses)
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

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

2018

Founded

The company was established in 2018 by a team of visionaries aiming to transform the way people experience space.

32 Countries Served

The company operates across 32 countries, reaching a global audience with its innovative solutions.

400M+

Square Feet Managed

The company manages over 400 million square feet of commercial space, showcasing its extensive reach and impact.

$200M+

Funding Secured

The company has secured over $200 million in funding, reflecting strong investor confidence in its platform and vision.

Reimagining how people experience space through tenant-centric digital tools for landlords and property teams.
Already deployed across 1,500+ properties worldwide and trusted by 57% of Fortune 100 companies.
Typical projects include experience management implementations, intelligence dashboards, and amenity marketplaces.
Specializes in property operations, tenant engagement, workspace booking, and platform intelligence.

Culture + Values

$1.2B

Global Revenue in FY2023

The company achieved its highest revenue to date, reflecting strong growth and market leadership in its industry.

A team culture built on passion, intelligence, and dedication drives exceptional client value through innovative solutions.
Success is prioritized through cross-functional collaboration and transparent communication, ensuring accountability across teams.
Customer satisfaction is at the heart of everything, with a relentless focus on meeting and exceeding client expectations.
Empowerment is central to the company’s structure, allowing employees to make impactful decisions independently and drive results.

Environment + Sustainability

2030

Net Zero Target

Aiming to achieve net zero carbon emissions by this year.

Improving energy efficiency of buildings.
Promoting sustainable workplace solutions.
Designing products to reduce energy usage and streamline operations.
Minimizing waste and maximizing resource efficiency.
Assessing supply chain for environmental impact reduction.

Inclusion & Diversity

40% Leadership

Gender Diversity

Representation of women in leadership roles.

Fosters a diverse and inclusive workplace where every team member feels valued and respected.
Aims to create a workplace with equal opportunities for advancement and growth.

Articles

About Us

Our Customers

Enterprise Services

Workplace Convenience Services