Customer Support Specialist - Remote

Overview

As a Customer Support Specialist at Luma, 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.

In Short

• 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.
• Experiment with workflows and tools to make support faster and more magical.
• Jump into unexpected challenges with creativity and hustle.

Requirements

• 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.

Benefits

• 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.