Customer Support Specialist

About the role

We are hiring a Support Specialist to join our Customer Support team. This is an entry-level position responsible for delivering responsive, accurate technical support to Albi customers. You will serve as a primary point of contact for inbound customer inquiries, triage and document product issues for our engineering team, and contribute to the ongoing improvement of our customer-facing and internal documentation.

Key Responsibilities

• Respond to inbound customer inquiries via Intercom and Hubspot (chat and email) with clear, accurate, and professional communication
• Diagnose product and account issues; reproduce reported problems and identify root cause
• Document confirmed bugs in Jira with reproduction steps, screenshots, and customer impact details
• Verify engineering fixes in QA prior to release and conduct regression testing
• Author and maintain customer-facing Help Desk articles in HubSpot and internal SOPs in Confluence
• Partner with Product, Engineering, Customer Success, and Billing on customer escalations and feature rollouts

Requirements

• 0-1 years of professional experience in customer service, technical support, or a related customer-facing role
• Associates Degree or higher
• Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users
• Strong problem-solving skills and attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Demonstrated ability to learn new software platforms and workflows quickly
• Customer-focused mindset with a commitment to professional, empathetic communication

Preferred Qualifications

• Prior experience in a SaaS, technical support, or help desk environment
• Familiarity with Intercom, Jira, Confluence, or HubSpot Service Hub
• Experience authoring help center articles, SOPs, or technical documentation
• Background or interest in the restoration, construction, insurance, or field services industries

Benefits

• Good balance of personal autonomy and team collaboration on projects
• Working with a team of smart, kind humans passionate about leveraging technology to solve real-world problems
• Interesting and challenging work
• Competitive salary
• Generous PTO
• Medical, dental, and vision insurance coverage
• Regular team events and off-sites
• Continuing education, mentoring, and career development opportunities
• 401K Plan + Matching