Customer Support Specialist

About the role

Albiware is seeking a Customer Support Specialist to join its growing SaaS team. You will provide responsive, accurate technical assistance to users of Albi, a project‑management platform for the restoration and construction industry.

Key responsibilities

• Respond to inbound customer inquiries via HubSpot chat and email with clear, professional communication.
• Diagnose product and account issues, reproduce problems, and document root causes.
• Log confirmed bugs in Jira with detailed reproduction steps, screenshots, and impact information.
• Verify engineering fixes in QA, conduct regression testing, and ensure releases are stable.
• Create and maintain customer‑facing Help Desk articles in HubSpot and internal SOPs in Confluence.
• Collaborate with Product, Engineering, Customer Success, and Billing on escalations and feature rollouts.

Required profile

• 2+ years of professional experience in customer service, technical support, or a related role.
• Associate degree or higher.
• Excellent written and verbal communication, able to explain technical concepts to non‑technical users.
• Strong problem‑solving skills, attention to detail, and ability to manage multiple priorities.
• Customer‑focused mindset with empathetic communication.

Required skills

• HubSpot Service Hub
• Jira
• Confluence
• Intercom (preferred familiarity)
• QuickBooks (basic familiarity)
• SQL (basic familiarity)

What we offer

• Competitive salary paid in USD.
• Generous paid time off.
• Company laptop and remote‑work setup.
• Balance of personal autonomy and collaborative projects.
• Environment that values input, personal growth, and career development.
• Regular team events, continuing education, mentoring, and challenging work.