Overview
Firmable is the market-leading B2B sales intelligence platform in Asia-Pacific. Our competitive moat is our data — the deepest, most localised company and people dataset in every market we operate in. We've proven the model in ANZ. Now we're scaling it across Southeast Asia and the US.
Great data only compounds when customers can actually use it. Support is how that compounding stays intact at scale — and this role builds the engine.
Senior Customer Support Specialist is the person customers trust with their hardest problems and the person building the support engine that lets the function scale with the customer base. You will own the technical support layer end to end: the complex tickets, the self-serve infrastructure, and the feedback loop that keeps CSMs focused on commercial work rather than technical firefighting.
This is not a queue-clearing role. You\'ll resolve what comes in, but you\'ll also think commercially about where volume is coming from, what can be deflected through better documentation or chatbot coverage, and where recurring issues should be shaping product priorities. You\'ll mentor L1 specialists through expertise, not just seniority. Reporting to the Head of Customer.
~75% hands-on - complex resolution, integration support, documentation, mentoring. ~25% process, deflection systems, and commercial feedback into product and CS.
What You'll Own
* Support quality & response: delivering high-quality support across email, chat, and calls while keeping response times tight as the base grows across ANZ, SEA, and the US
* Self-serve infrastructure: building and improving help centre content, chatbot coverage, FAQs, and internal knowledge base so support scales without linear headcount growth
* Pre-sales technical support: working alongside the Sales team on technical pre-sales support and integration setup for new customers
* Escalation quality: documenting and escalating complex issues to engineering with the clarity that gets them fixed, and feeding thematic insights back into product
* L1 mentoring: guiding junior specialists on problem-solving, customer communication, and escalation quality
* Coverage expansion: extending support hours as SEA and US accounts onboard, and helping design how that scales
What We're Looking For
Must Haves
* 3+ years in customer support or technical support, ideally B2B SaaS
* Natural communicator - you build trust with customers quickly and handle difficult conversations with confidence
* Confident troubleshooting integrations, CRM workflows, and data issues independently
* Strong instinct for building self-serve resources that actually reduce inbound volume
* Can manage a busy queue without letting quality, detail, or customer experience slip
* Can mentor junior specialists through expertise, not just seniority
* Sharp commercial instincts - you understand support protects revenue by keeping CSMs focused on retention and growth
* You live and breathe AI tools. You use AI for ticket triage, documentation drafting, chatbot tuning, and workflow automation as your default way of working, not a productivity experiment. In 2026, this is how senior support operators build leverage and you need to already be doing it.
Highly Valued
* Experience with sales and marketing tech - HubSpot, Salesforce, Apollo, ZoomInfo, or similar
* Experience building chatbot coverage or AI-driven support deflection
* Prior experience supporting B2B data, sales intelligence, or integration-heavy SaaS products
* Startup or scaleup background where you\'ve had to build the standard, not inherit it
The Environment
Firmable runs lean and ships fast - small senior teams, no layers, minimal process. The Customer function operates at continuous pace, with the autonomy to work how you work best.
We are an AI-native organisation. That means AI isn\'t a tool we reach for - it\'s the default operating mode. AI-assisted triage, automated documentation, agentic investigation, AI-driven deflection. If you\'re not already working this way, this role isn\'t right for you.
Why This Role
* Own the support experience: for a growing, multi-market customer base across ANZ, SEA, and the US
* Build the engine, not just work the queue: design the self-serve machine that makes support scale long term
* Real career runway: clear progression into Team Lead, management, or specialist tracks; the ceiling is set by output, not tenure
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