About Merchmix
Merchmix 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, Merchmix 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 Merchmix 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.
About the Role
- 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, accurate, 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.
About the Role
- 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 tools like 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.
About the Role
- Experience in Interior Design or Architecture.
- Exposure to support AI tools and their training or moderation.
- Experience managing or building knowledge base content.
