Senior Customer Support Specialist – Firmable

About Firmable

Firmable helps sales, marketing, and revenue teams win by giving them deep, localised B2B intelligence. As our customer base grows across ANZ, SEA, and the US, support needs to scale without pulling CSMs into technical work. This role makes that possible. We're a dynamic, fast growing scale-up with backing from the best VCs in Australia.

The Opportunity

This is a senior support role with real ownership. You'll be the person customers trust to solve their hardest problems, and the person building the support engine that lets the function scale with the customer base.

You'll work closely with the Head of Customer and the CSM team to:

• Be the go-to for customers facing complex product, integration, and data challenges
• Own the technical support layer so CSMs stay focused on adoption and commercial engagement
• Build and improve help centre content, chatbot coverage, and self-serve resources that deflect volume over time

What You'll Be Doing

• Solve complex customer problems across integrations, CRM setup, browser extension, and data queries
• Deliver high-quality support across email, chat, and calls, keeping response times tight as the base grows
• Build and maintain help centre articles, FAQs, and internal knowledge base content
• Improve chatbot coverage and self-serve deflection to keep support scalable as new markets come online
• Assist our Sales team with technical pre-sales support and integration setup for new customers
• Escalate tickets and thematics to engineering with clear, well-documented tickets when needed
• Identify recurring issues and feed insights back into product
• Guide L1 Support Specialists on problem-solving, customer communication, and escalation quality
• Extend support coverage hours as SEA and US accounts begin onboarding

What We're Looking For

This role suits someone who is great with customers, technically capable, and motivated by building something that scales.

You'll likely be a strong fit if you:

• Have 3+ years in customer support or technical support (B2B SaaS preferred)
• Are a natural communicator who builds trust with customers quickly and handles difficult conversations with confidence
• Are confident troubleshooting integrations, CRM workflows, and data issues independently
• Have experience with sales and marketing tech (HubSpot, Salesforce, Apollo, ZoomInfo, or similar)
• Have a strong instinct for building self-serve resources that reduce inbound volume
• Can manage a busy queue without letting quality, detail, or customer experience slip
• Thrive in a fast-moving, early-stage environment where things change quickly and you figure it out as you go
• Can mentor junior specialists through expertise, not just seniority
• Understand that support protects revenue by keeping CSMs focused on the work that drives retention and growth

Firmable is open to applicants on Working Holiday Visas.

Why Join as a Senior Support Specialist

• Own the support experience for a growing, multi-market customer base
• Build the self-serve machine that makes support scalable long term
• Clear progression into Team Lead, management, or specialist tracks, with equity options
• A small, fast-moving team that values capability and problem-solving, not ticket volume

Who This Role is NOT For

• Prefer working behind a queue over talking directly to customers
• Are looking for a role where seniority just means harder tickets
• Prefer scripted responses and rigid escalation paths over using your own judgement
• Need a stable, structured environment with clearly scoped tasks handed to you
• Want a large support team with narrow areas of ownership
• This role is best suited for someone who is equal parts customer-facing and systems-minded. You want to solve problems well, build the engine that makes support scale, and keep the broader Customer function focused on where it creates the most value.