Customer Support Specialist

Support Specialist

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.

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.

This role is well suited for candidates beginning a career 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.

Key responsibilities include:

• Responding to inbound customer inquiries via Intercom and Hubspot (chat and email) with clear, accurate, and professional communication.
• Diagnosing product and account issues; reproducing reported problems and identifying root cause.
• Documenting confirmed bugs in Jira with reproduction steps, screenshots, and customer impact details.
• Verifying engineering fixes in QA prior to release and conducting regression testing.
• Authoring and maintaining customer-facing Help Desk articles in Hub Spot and internal SOPs in Confluence.
• Partnering with Product, Engineering, Customer Success, and Billing on customer escalations and feature rollouts.