About Firmable

Firmable helps sales, marketing, and revenue teams win by giving them deep, localised B2B intelligence. As we expand into Southeast Asia, we need support coverage that keeps pace with a growing, multi-market customer base. This role is our first support hire in the region.

The Opportunity

As a Customer Support Specialist based in Malaysia, you’ll be the first line of support for Firmable’s customers, extending coverage into SEA time zones and helping the team scale without dropping quality.

You’ll work closely with Support and the broader Customer team to:

• Resolve customer issues quickly so CSMs can stay focused on adoption and commercial work
• Maintain the knowledge base and documentation that helps customers and the team self-serve
• Contribute to the systems and processes that protect our growing volume of self-serving and CSM managed accounts

What You’ll Be Doing

• Triage and resolve inbound customer queries via email, chat, and occasional calls
• Troubleshoot product, integration, and data issues, escalating complex problems with clear documentation
• Handle internal sales support in region: customer integrations, product capability questions, data queries, and integration guidance
• Process internal change requests from the team accurately while looking for ways to reduce manual effort
• Maintain help centre articles, FAQs, and internal knowledge base content
• Contribute to onboarding and adoption activities where support involvement accelerates time to value
• Provide time zone coverage for SEA customers as the regional base grows

What We’re Looking For

This role suits someone who is technically curious, commercially aware, and motivated to solve problems properly. You’ll be the first support hire in the region, working alongside our growing SEA team and colleagues head quartered in Australia, so you’ll need to be someone who can move with agency.

You’ll likely be a strong fit if you:

• Have 1-2 years in customer support, technical support, or a solutions-adjacent role (B2B SaaS preferred)
• Are a clear communicator who can explain technical concepts to non-technical users
• Enjoy digging into problems rather than just passing them along
• Proactively spot repetitive friction points and propose ways to fix them
• Are comfortable with tools like HubSpot, Intercom, Zendesk, or similar
• Can operate independently after onboarding, without needing constant direction
• Understand that support enables revenue, not just resolves tickets

Why Join as a Customer Support Specialist

• Be Firmable’s first support hire in SEA, shaping how the function operates in the region
• Clear progression through Senior Support Specialist, Team Lead, and specialist tracks
• Exposure to the full customer lifecycle and how support drives retention
• A team that values problem-solving and commercial thinking, not ticket volume

Who This Role is NOT For

• See support as a reactive ticket queue where you clear the backlog and clock out
• Prefer scripted responses and rigid escalation paths over using your own judgement
• Need to be trained up slowly with heavy supervision
• Are not interested in learning the product deeply or understanding how customers use it
• Struggle with ambiguity or get frustrated when the answer isn’t immediately obvious
• This role is best suited for someone who takes pride in solving problems well, thinks about the systems behind the tickets, and wants to grow within a high-performing Customer function.