About

• 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 London 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.
• 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!