This website uses cookies to ensure you get the best experience.

Firmable and our selected partners use cookies and similar technologies (together “cookies”) that are necessary to present this website, and to ensure you get the best experience of it. If you consent to it, we will also use cookies for analytics purposes.

See our Cookie Policy to read more about the cookies we set.

You can withdraw and manage your consent at any time, by clicking “Manage cookies” at the bottom of each website page.

Select which cookies you accept

On this site, we always set cookies that are strictly necessary, meaning they are necessary for the site to function properly.

If you consent to it, we will also set other types of cookies. You can provide or withdraw your consent to the different types of cookies using the toggles below. You can change or withdraw your consent at any time, by clicking the link “Manage Cookies”, that is always available at the bottom of the site.

To learn more about what the different types of cookies do, how your data is used when they are set etc, see our Cookie Policy.

These cookies are necessary to make the site work properly, and are always set when you visit the site.

Vendors Teamtailor

These cookies collect information to help us understand how the site is being used.

Vendors Teamtailor
Skip to main content
Customer · Melbourne · Hybrid

Senior 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.

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

  • Complex problem resolution: solving customer issues across integrations, CRM setup, browser extension, and data queries; the go-to for problems that need real judgement

  • 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

Department
Customer
Role
Customer Support Specialist
Locations
Melbourne
Remote status
Hybrid
Customer · Melbourne · Hybrid

Senior Customer Support Specialist

Loading application form

Applicant tracking system by Teamtailor