Sr. Customer Support Specialist

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