Customer Support Specialist

Job Description

Job Description

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 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

• Respond to inbound customer inquiries via Intercom and 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

• 0–1 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

Benefits

We're driven by purpose, fueled by high energy, and backed by venture funding. We're unapologetically ambitious and make sure that everyone has the support they need to succeed. We value building a strong company culture, being together and collaborating, which is why we are an In-Office first organization requiring our teams to be at our Oak Brook office 4 days a week.

We offer a generous compensation package which includes:

• 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.
• Be in an environment where your input is highly valued and personal growth is prioritized.
• Interesting and challenging work.
• Competitive salary.
• Generous PTO.
• Medical, dental, and vision insurance coverage.
• Regular team events and off-sites.
• Continuing education, mentoring, and career development opportunities.
• 401K Plan + Matching.

Note: As part of our continued growth, we'll be relocating to the heart of Chicago in Summer 2026. This role requires four day in-person participation — remote arrangements are not available. This is a direct-hire opportunity; we are not engaging agencies or contractors for this position. Candidates must be authorized to work in the United States and not require current or future visa sponsorship.

Your journey is your own, and we're here to help you thrive, no matter your starting point.