Customer Support Specialist

About Programa

Programa is trusted by thousands of architects and interior designers in more than 90 countries. Our vertical SaaS platform helps designers run their business and projects more efficiently and brings their projects, processes, products and purchasing together in one place.

Position Overview

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.

Working hours for this role are 9am - 5:30pm UK time (GMT/BST). We’re happy to consider candidates based anywhere in the UK.

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 succinct, 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 interior design and/or architecture
• Proven success handling high-volume live chat and email via Intercom.
• 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: exposure to support AI tools and their training or moderation

Why Join Us

• Competitive salary & ESOP
• Join a company at an exciting inflection point with genuine global scale ahead.
• Our HQ is based in Australia, so our UK roles are all 100% remote.

A note about what happens after your submit your application

Every application is personally reviewed by a member of our team, no automated filtering here. We take the time to genuinely consider each candidate. We'll only be in touch with applicants whose experience and skills closely match what we're looking for at this stage. If you don't hear from us within 3 weeks, please take this as confirmation that we won't be moving forward with your application this time around.