Customer Support Specialist

3 days ago

City of Melbourne, Australia Rippling 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 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, personalized 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 raise 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 OR experience in the interior design / architecture industry

- Proven success handling high‑volume live chat and email support through using Intercom and Hubspot, or similar technologies.

- Proven success working in and optimizing 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

- Work with a talented, collaborative team building something meaningful

#J-18808-Ljbffr

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