Customer Support Specialist

About Albi (https://himalayas.app/companies/albi)ware

Albi (https://himalayas.app/companies/albi)ware is a B2B SaaS company building Albi (https://himalayas.app/companies/albi), a project management platform purpose-built for the restoration and construction industry. Restoration contractors across North America rely on Albi (https://himalayas.app/companies/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 role is responsible for delivering responsive, accurate technical support to Albi (https://himalayas.app/companies/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 (https://himalayas.app/companies/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.

Requirements

Required 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

We offer a generous compensation package which includes:

• 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.

Originally posted on Himalayas (https://himalayas.app)