Programa

Compensation

Full Description

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. Location: Los Angeles preferred, open to remote for exceptional candidates About the Role We're looking for a Customer Support 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 • 3+ 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. • Proven success working in and optimising Intercom (or similar) workflows. • 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. Bonus Experience • Experience in or familiarity with the Design and Architecture Industry • Exposure to support AI tools and their training or moderation • Experience managing or building knowledge base content Why Join Us • Join a startup that's scaling fast with significant growth opportunities • Direct impact on product strategy and company direction • Comprehensive paid parental leave • Work with a talented, collaborative team building something meaningful