Customer Support Specialist

• Respond to inbound customer inquiries via HubSpot chat and email
• Diagnose product and account issues, reproduce reported problems, and identify root causes
• Document confirmed bugs in Jira with reproduction steps, screenshots, and customer impact details
• Verify engineering fixes in QA before release and conduct regression testing
• Author and maintain customer-facing Help Desk articles in HubSpot
• Maintain internal SOPs in Confluence
• Partner with Product, Engineering, Customer Success, and Billing on customer escalations and feature rollouts
• Deliver responsive, accurate technical support to Albi customers
• Serve as a primary point of contact for inbound customer inquiries
• Triage and document product issues for the engineering team

• 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
• 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

• 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