Albi

Customer Support

• 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

Customer Support Specialist