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Customer · Malaysia (remote) · Fully Remote

Customer Support Specialist

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 beyond.

Great data only wins when someone can show a prospect exactly why it matters. This role closes that loop.

Customer Support Specialist is Firmable's first support hire in Southeast Asia. You will own how support operates in the region: the tooling, the response standards, the knowledge base, and the feedback loop back into product.

This is not a ticket-queue role. You'll triage and resolve quickly, but you'll also think commercially about where friction is costing us retention, where documentation can replace a ticket entirely, and where support insight should be shaping product and CS priorities. You'll work remotely alongside the SEA team and HQ in Australia, with real autonomy over how the function develops. Reporting into the Customer function.

~75% hands-on resolution — tickets, integrations, billing, knowledge base. ~25% process, documentation, and commercial feedback into the team.

What You'll Own

  • Customer issue resolution: triaging and resolving inbound queries via email, chat, and occasional calls across APAC/SEA time zones (8:30am–5:30pm MYT)

  • Technical troubleshooting: product, integration, and data issues, escalating complex problems with clear documentation that engineering can action

  • Pre-sales integration support: working alongside the SEA sales team on customer integrations, product capability questions, and integration guidance for prospects

  • Billing & subscription administration: handling plan changes, billing queries, and internal change requests through Stripe, accurately and efficiently

  • Knowledge base & documentation: maintaining help centre articles, FAQs, and internal documentation so customers and team can self-serve

  • Onboarding & adoption support: contributing to activities where support involvement accelerates time to value for new customers

  • Commercial feedback loop: surfacing repetitive friction points, customer insights, and product feedback to the teams that need to act on them

What We're Looking For

Must Haves

  • 3–4+ years in customer support, technical support, or a solutions-adjacent role, ideally B2B SaaS

  • Clear communicator: you can explain technical concepts to non-technical users without condescension

  • Technically curious: you dig into problems rather than passing them along, and you enjoy the digging

  • Comfortable with async communication across APAC time zones

  • Sharp commercial instincts: you understand support enables revenue, not just resolves tickets

  • You live and breathe AI tools. You use AI for ticket diagnosis and triage, documentation drafting, investigation, and workflow automation as your default way of working, not a productivity experiment. In 2026, this is how support moves fast and you need to already be doing it.

Highly Valued

  • Experience with support and CRM tools - HubSpot, Intercom, Zendesk, or similar

  • Experience with Stripe or comparable billing platforms

  • 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. If you're not already working this way, this role isn't right for you.

Why This Role

  • First in region — you'll be Firmable's first support hire in SEA, shaping how the function operates in the region rather than inheriting someone else's playbook

  • Full-lifecycle exposure — sitting between product, sales, and CS, you'll see how support drives retention and revenue end to end

  • Real career runway — clear progression through Senior Support Specialist, Regional Lead, and specialist tracks; the ceiling is set by output, not tenure

Department
Customer
Role
Customer Support Specialist
Locations
Malaysia (remote)
Remote status
Fully Remote
Customer · Malaysia (remote) · Fully Remote

Customer Support Specialist

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