ProgRama Inc
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
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