Customer Support Specialist

🕒 September 17

🇵🇰 Pakistan – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

👻 Ghost score 18%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Albi

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2019

☁️ SaaS

🤝 B2B

🏗️ Construction

💰 $2.5M Seed on 2022-08

SaaS • B2B • Construction

Albi is a restoration management software platform from Albiware, LLC that helps remediation and restoration contractors run their entire business. The cloud-based, subscription product combines mobile job management, field documentation (photo docs, moisture mapping, floor plans via Albi Capture), automated workflows, CRM, scheduling, e-signatures, equipment scanning/timeclock, payment processing (Albi Pay), analytics (Albi Analytics), and AI features to connect office and field operations. Albi emphasizes integrations with many third-party apps, configurable onboarding and support, and plans tailored to growing restoration businesses to increase productivity, get paid faster, and consolidate multiple tools into one system.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ 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

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