Customer Support Specialist – Firmable (Malaysia)

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 Firmable's first support presence in SEA. That means real ownership from day one: you'll shape how support operates in the region, not inherit someone else's playbook.

You'll work remotely alongside our growing SEA team and colleagues headquartered in Australia 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
• Work alongside our SEA sales team to provide pre-sales integration support for prospective customers
• Administer customer billing, plan changes, and subscription queries through Stripe
• 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 APAC and SEA customers as the regional base grows, working a standard 8:30am to 5:30pm, Malaysia time

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 remotely across time zones, so you need to be someone who can move with agency and stay effective without someone looking over your shoulder.

You'll likely be a strong fit if you:

• Have at least 3-4 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
• Thrive working remotely and can manage your own schedule, priorities, and output without daily check-ins
• Are comfortable with async communication across APAC time zones
• Want to work in a fast-moving environment where processes are still being built, not inherited
• 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
• Fully remote role with real autonomy over how you work
• Clear progression through Senior Support Specialist, Team Lead, and specialist tracks
• Exposure to the full customer lifecycle and how support drives retention
• A small, fast-moving 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
• Need a co-located team or office environment to do your best work
• Are looking for a stable, structured role with established processes and clearly scoped tasks
• 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, works effectively under their own steam, and wants to grow within a high-performing Customer function.