Customer Support Specialist

About the Role

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 & Tech Stack

• 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
• 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

Work Environment

• This role is an In-Office first position, requiring attendance at our Oak Brook office 4 days a week.
• Relocation to Chicago in Summer 2026 is planned.
• Remote arrangements are not available.
• This is a direct-hire opportunity.
• Candidates must be authorized to work in the United States and not require current or future visa sponsorship.