Customer Success Specialist

4 weeks ago

Melbourne, Victoria, Australia Programa group Full time

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
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