Customer Support Specialist - Remote Eligible
Luma AI
The Role
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
Your Background Looks Something Like:
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
What Would Make You Exceptional:
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 Might Really Thrive Here If…
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
Some of the Cool Things We're Working On:
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