Customer Support Specialist

About Albiware

Albiware is a B2B SaaS business behind Albi, a project management platform designed specifically for the restoration and construction sector. Teams across North America use the product to coordinate water, fire, and mold mitigation work, reconstruction jobs, accounting connections, and field records. The company is expanding and is focused on delivering software that customers can rely on day after day.

About the Role

Albiware is looking for a Support Specialist to join its Customer Support function. This is an entry-level position centered on timely, accurate technical assistance for Albi customers. The person in this role will act as a first point of contact for incoming customer questions, record and escalate product issues to engineering, and help improve both customer-facing and internal documentation.

This opportunity is a strong fit for someone starting out in SaaS support, customer success, or another technical customer-facing path. Product training, support-tool training, and internal workflow guidance will be provided.

Key Responsibilities

• Handle incoming customer questions through Intercom and HubSpot chat and email, maintaining a clear, accurate, and professional tone.
• Investigate product and account problems by recreating issues and identifying the likely source of the failure.
• Create detailed bug reports in Jira, including reproduction steps, screenshots, and how the issue affects the customer.
• Confirm engineering updates in QA before release and assist with regression testing.
• Write and keep customer help articles current in HubSpot, and maintain internal SOPs in Confluence.
• Work with Product, Engineering, Customer Success, and Billing teams on escalations and feature launches.

Required Qualifications

• 0 to 1 year of experience in customer service, technical support, or a similar customer-facing role.
• Associate degree or above.
• Strong written and verbal communication skills, with the ability to translate technical ideas for non-technical users.
• Excellent problem-solving ability and close attention to detail.
• Comfort managing several priorities in a busy, fast-moving environment.
• Proven ability to pick up new software tools and processes quickly.
• Customer-first approach with a professional and empathetic communication style.

Preferred Qualifications

• Previous experience in SaaS, technical support, or help desk work.
• Exposure to Intercom, Jira, Confluence, or HubSpot Service Hub.
• Experience creating help center content, SOPs, or technical documentation.
• Interest in, or experience with, the restoration, construction, insurance, or field services industries.
• Basic knowledge of QuickBooks or similar accounting software.
• Basic SQL familiarity.

Benefits

The company emphasizes purpose-driven work, high energy, and support from venture funding. It values a collaborative in-office culture and requires the team to work from the Oak Brook office four days per week. The role is not remote.

• Balanced mix of independent ownership and team collaboration.
• Opportunity to work with a thoughtful, skilled team committed to solving practical problems with technology.
• An environment where employee input is valued and personal development is a priority.
• Challenging and interesting work.
• Competitive compensation.
• Generous paid time off.
• Medical, dental, and vision coverage.
• Regular team events and off-sites.
• Ongoing education, mentoring, and career growth support.
• 401(k) plan with employer matching.

Additional Information

The company expects to relocate to downtown Chicago in Summer 2026. This position requires four days per week of in-person work, and remote arrangements are not available. It is a direct-hire role, not open to agencies or contractors. Candidates must be legally authorized to work in the United States and must not need current or future visa sponsorship.

This is a full-time opportunity for someone beginning a career in SaaS support or a related technical customer service role.