Customer Support Specialist
Albi · Remote
About Albiware
Albiware is a B2B SaaS company building Albi, a project management platform purpose-built for the restoration and construction industry. Restoration contractors across North America rely on Albi to manage water, fire, and mold mitigation jobs, reconstruction projects, accounting integrations, and field documentation. We are a growing team focused on delivering a platform our customers depend on every day.
About the Role
We are hiring a Support Specialist to join our Customer Support team. This role is 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.
This role is well suited for candidates in SaaS support, customer success, or a related technical customer-facing field. Training will be provided on Albi's product, support tools, and internal workflows.
Hours: 12:00 PM – 9:00 PM CST (8-hour shift + 1 hour break) Mon-Fri. In Karachi that's 11:00 PM – 8:00 AM PKT during US winter and 10:00 PM – 7:00 AM PKT during US daylight saving. Please only apply if a night shift works for you long-term.
Key Responsibilities
- Respond to inbound customer inquiries via 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
Required Qualifications
- 2+ 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.
- Basic familiarity with QuickBooks or other accounting software.
- Basic familiarity with SQL.
Benefits
We offer a generous compensation package which includes:
- Competitive salary. (in USD).
- Generous PTO.
- Company laptop.
- 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.
- Environment where your input is highly valued and personal growth is prioritized.
- Interesting and challenging work.
- Regular team events
- Continuing education, mentoring, and career development opportunities.