Customer Support Specialist

At Luma, we’re building multimodal AI to expand human imagination and capabilities. We believe the next leap in AI won’t come from language alone—but from models that can see, understand, create, and interact with the world visually.

Dream Machine is just the beginning. We’re creating an intelligent creative partner—one that helps people express what’s in their mind’s eye, without needing the perfect words. Think: generative AI that’s not just helpful, but beautifully intuitive and deeply visual.

We’re product-focused, fast-moving, and shipping like crazy. Our team is small, sharp, and obsessed with building things that feel magical. If that resonates, keep reading.

As a Customer Support Specialist, you’ll be the voice of Luma AI for our rapidly growing global user base. You’ll own the support experience end-to-end, ensuring creators and customers get quick, empathetic, and accurate help. This role is pivotal in building trust, maintaining loyalty, and shaping the feedback loop that fuels product improvements. You won’t just answer tickets—you’ll influence how millions of people experience the frontier of visual AI.

What a Typical Week Might Look Like

• Respond to user questions with speed and empathy, across email, chat, and community channels
  

• Collaborate with product and engineering to escalate bugs, track recurring issues, and help design solutions
  

• Write and refine help center articles to make support more scalable and intuitive
  

• Spot trends in user feedback and share insights with the team to improve usability and delight
  

• Experiment with workflows and tools to make support faster and more magical
  

• Jump into unexpected challenges with creativity and hustle

  
  

The Essentials:

• 3–5 years of experience in customer support, preferably in SaaS or consumer tech
  

• Strong written and verbal communication skills with a natural ability to explain complex ideas simply
  

• Empathy-first approach—you love helping people and can remain calm under pressure
  

• Comfortable with fast-paced, startup environments where processes are evolving

  
  

• Experience supporting creative tools, AI products, or design/visual software
  

• Proven ability to create self-service resources (knowledge bases, FAQs, tutorials)
  

• Passion for AI, design, or empowering creators
  

• Startup grit—you thrive when wearing multiple hats and figuring things out as you go

  
  

• You’re energized by solving problems for people and seeing the impact right away
  

• You’re curious about creative AI and love experimenting with new tools
  

• You enjoy the pace of a fast-moving startup and can adapt quickly
  

• You believe great support is as much about empathy and tone as it is about solutions
  

• You’re motivated by being part of a frontier technology company where your work has visible impact

  
  

• Expanding Dream Machine to empower millions of creators with new capabilities
  

• Building seamless in-app support experiences that feel magical, not transactional
  

• Scaling our customer operations to support rapid global growth
  

• Turning user feedback into features that redefine what AI-powered creativity can do
  

• Shaping the future of how people interact with generative AI in visual and multimodal ways