Customer Support Specialist

Customer Support Specialist Auckland, New Zealand (Hybrid)   Firmable is Australia’s definitive B2B database that helps businesses drive smarter decisions and outperform by knowing more about their leads, customers, and candidates than ever before. We’re a start-up with strong investor backing and are busy building out a team of smart, innovative, and collaborative individuals who thrive in working in dynamic, fast-paced environments.  Reporting into Technical Customer Support (based in Melbourne, Australia), this role is ideal for someone who enjoys problem-solving, has a technical mindset, and thrives on helping customers succeed. You will be the first point of contact for customers seeking assistance, ensuring they get the most out of Firmable's platform.   Key responsibilities Provide high-quality tier 1 support to customers primarily via email and chat, with some calls and video meetings required at times Assist customers with platform navigation, basic functionality, general questions, and guidance on best practices Troubleshoot common issues related to platform functionality and data discrepancies Escalate complex technical challenges to Technical Support Specialists or Product/Engineering teams Document customer interactions, issues, and resolutions in our support system Contribute to keeping support documentation and knowledge base articles up to date Provide customer insights, feedback, and requests to relevant internal teams/stakeholders for product and service improvements Participate in internal knowledge-sharing sessions to build technical expertise. Support internal teams with customer change requests Provide support for other business activities on an ad hoc basis To be successful you will have the following skills and attributes 1-2 years proven experience in customer-facing roles, ideally in a B2B SaaS environment. Strong problem-solving skills and a willingness to learn technical concepts Passion for delivering great customer experiences and supporting customers effectively Strong organisational skills with high attention to detail Experience using ticketing systems and support platforms (HubSpot experience desirable but not essential) Eagerness to learn new tools and processes Self-driven and comfortable in a fast-moving start-up environment  Why join Firmable? High-impact role – directly shape Firmable’s customer support in a high-growth, investor-backed start-up. Senior leadership exposure – work closely with leadership to drive customer strategies. Career development – opportunity to expand responsibilities as the company scales. Flexible hybrid working – remote-friendly with a co-working space in Auckland.  If you are looking for the next opportunity in your career and want to work for a dynamic, fast-paced tech company, then apply today.  About Firmable Firmable is Australia’s definitive B2B database helping businesses drive smarter decisions and outperform by knowing more about their leads, customers, and candidates than ever before. Our platform provides access to the largest database of companies in the one place with a rich set of attributes – from table stakes like location, industry, and employees; to next gen data points such as company tech stacks, web traffic, and reviews; and deep local information including ABN mapping. It allows sales and marketing teams to accelerate growth and better engage with their customers; helps recruiters to identify and attract the right candidates; and saves time for anyone seeking reliable market intel.