[Hiring] Customer Support Specialist @Albi

Role Description

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.

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

• 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.