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 Support Manager who excels at both solving complex customer problems and leading high-performing teams. You\'ll be hands-on with customer support daily while managing and developing our global support team. This role is ideal for an experienced support leader who wants to stay close to customers while driving team excellence.
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
- Handle customer support across Intercom, email, and other channels with expertise and empathy
- Serve as the primary escalation point for complex technical issues and urgent cases
- Monitor global support queue volume and strategically allocate cases across time zones
- Lead and mentor a team of 3 CSS team members, ensuring 24/7 coverage and consistent service
- Review team interactions to maintain quality standards across different regions and cultures
- Analyze support metrics to spot trends and drive continuous improvement initiatives globally
- Lead projects to enhance our Help Center, automate common workflows, and improve processes
- Represent the support team in CX leadership meetings and strategic discussions
Experience
- 3+ years customer support experience in B2B SaaS environments
- Experience managing or leading customer support teams
- Strong track record with complex technical troubleshooting and escalation management
- Experience managing remote team members across different time zones
- Exceptional written communication skills and cultural sensitivity for global teams
- Analytical mindset with experience using support metrics to drive improvements
- Strong process orientation with attention to detail and quality consistency
Bonus Experience
- Experience in the Architecture / Interior Design industry or supporting SaaS products for this industry
- Experience leading international or distributed support teams
- Background with Intercom or similar support platforms
Why Join Us
- Join a startup that\'s scaling fast with significant growth opportunities
- Direct impact on product strategy and company direction
- Work with a talented, collaborative team building something meaningful
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