Senior Customer Support Specialist (Malaysia)
May 2026 | Apply via Jobstreet
Remote-first, Malaysia (anywhere), Australian hours. Full-time 12 month contract with competitive salary
NovoPsych is a fast-growing mental health technology company building the infrastructure that clinicians rely on to deliver better care. Our platform handles psychological assessments, clinical workflows, and sensitive patient data — which means the bar for clarity, precision, and trust in everything we do is exceptionally high. We move fast. We innovate constantly. And we’re building a support function that’s ahead of the industry, not catching up to it.
This role is for someone who sees the customer support role as proactive and adaptive – one that thinks, builds, and leads. If you’ve improved more than you inherited, caught problems before they scaled, and used AI to do more with less — we want to hear from you.
What you’ll own
- Handle customer inquiries end-to-end across tickets and calls during Australian business hours — owning problem-solving and resolution, not just response. Communicate with clinician customers who expect accuracy, professionalism, and speed — and deliver on all three
- Identify recurring issues and proactively design solutions — whether that’s better documentation, a smarter workflow, or a well-timed flag to the product team
- Work within an AI-augmented support stack — using intelligent tooling to triage, draft, and synthesise — and actively contribute to making it sharper. Identify opportunities for improvement and innovation, and take a hands-on collaborative approach to building it
- Take ownership of SLA performance and support quality metrics — you track them, you improve them
What we’re looking for
- You’ve done customer support work at a high bar (SaaS support, technical support, clinical practice ops, or similar) and can show measurable impact.
- AI fluency – you’re a daily user of Claude (Cowork or Code preferred) — or an advanced practitioner of agentic AI and workflow automation with other tools
- A systems thinker — you instinctively look for the root cause, not just the fix, and you build for scale
- Excellent written English — clear, professional, efficient
- Comfortable handling both async (tickets) and synchronous (calls) support at pace
- Agile and adaptable — you adjust quickly when priorities shift, thrive in a fast-moving environment, and don’t need perfect conditions to do great work
- Genuinely proactive — you surface problems, propose solutions, and drive improvements without waiting to be asked
- A fast learner who picks up new tools, context, and workflows rapidly — and contributes meaningfully from day one
- Based in Malaysia, available to work AUS business hours
You’ll stand out if you
- Have worked in healthcare or clinical SaaS
- Have built a Claude Skill, custom GPT, agent, or non-trivial AI automation that other people use
- Have a quantified track record of impact on customer experience or team processes
- Have worked at a fast-growing small company or scale-up
- Are a power user of Freshdesk or similar customer support systems
What growth looks like here
This isn’t a role you plateau in. As we scale, we’re building a CS function that’s deeply embedded in product, AI, and strategy. For people who perform, opportunities open up — fast. You’ll get to grow with a company that’s growing fast.
Apply at Jobstreet
Applications open now at https://my.jobstreet.com/job/92312691
Enquiries (not applications) to [email protected]