About Programa
Programa is a fast-growing venture-backed startup building the operating system for the design industry. Founded in 2020 out of Melbourne, Australia, our platform is purpose-built for interior designers and architects, replacing spreadsheets, PDFs, platform-switching, and scattered approvals with live tools that support every stage of a project. Working across two verticals, Programa bridges designers and project stakeholders to centralise the entire conversation around design delivery. Studios use it to manage specifications, schedules, project tasks, and client communication - all in one place. It’s how the design industry moves faster, with more clarity and less chaos.
About the Role
We're looking for a Customer Success Specialist to deliver fast, personal, high-quality support to the designers who rely on Programa every day. Live Chat is at the heart of how we support our users - not just as a channel, but as an experience. Every interaction is an opportunity to solve a problem, build trust, and make someone's day easier. This is not a scripted support role. You'll own conversations end-to-end, adapt your approach to each user, and bring clarity to complex problems. You'll also help improve our AI assistant and maintain a robust Help Centre, ensuring our customers can find great support - with or without a human.
Responsibilities
* Deliver responsive, personalised support via live chat and email, owning each conversation from start to finish.
* Deeply understand our product so you can solve issues, guide users, and provide clarity quickly and confidently.
* Set the bar for tone, accuracy, and efficiency in every interaction — our support should feel as thoughtful as our product.
* Collaborate with Product, Design and Engineering to escalate bugs, share feedback, and push for improvements.
* Review and fine-tune AI-generated replies, helping us train a support agent that complements — not replaces — the human experience.
* Maintain and improve help articles and self-serve resources, keeping them current, current, and useful.
* Contribute to a culture of continuous improvement across the CX team — we’re always looking to raise the bar.
* Collaborate with Product and Marketing on new feature comms to platform users.
Experience
* 2+ years in a customer support role at a SaaS or a product-led company
* Proven success handling high-volume live chat and email support through using Intercom and Hubspot, or similar technologies
* Strong written communicator — you write with clarity, warmth, and precision.
* Proactive, self-motivated, and comfortable in a fast-moving environment.
* Confident using tools like Intercom, Notion, Slack, and help centre platforms.
* Familiarity with the Design and Architecture Industry
Bonus Experience
* Experience in Interior Design or Architecture
* Exposure to support AI tools and their training or moderation
* Experience managing or building knowledge base content
Why Join Us
* Be Rewarded: We offer a competitive salary commensurate with experience and impact.
* Make an Impact: Your ideas and contributions will directly shape our product, customer experience, and company success.
* Work Autonomously: We value ownership and trust, empowering you to solve problems end to end.
* Embrace Innovation: From AI integration to evolving our processes, we stay at the forefront of technology and design.
* Grow with Us: As Programa scales, you’ll have opportunities to learn new skills and advance your career.
* Work Flexibility : Enjoy a hybrid environment with 3 days a week in our dog-friendly office in Cremorne and 2 days working from home.