Customer Support Specialist [Contract]

📋 Description

• • As a Customer Support Specialist at Luma Labs, you’ll be the voice of the company for a rapidly growing global user base, owning the support experience end-to-end to ensure creators and customers receive quick, empathetic, and accurate help—this role is pivotal in building trust, maintaining loyalty, and shaping the feedback loop that fuels product improvements.
• • Your typical week will involve responding to user questions with speed and empathy across email, chat, and community channels; collaborating with product and engineering to escalate bugs, track recurring issues, and help design solutions; writing and refining help center articles to make support more scalable and intuitive; spotting trends in user feedback and sharing insights to improve usability and delight; experimenting with workflows and tools to make support faster and more magical; and jumping into unexpected challenges with creativity and hustle.
• • Luma Labs is building unified general intelligence that can generate, understand, and operate in the physical world, with a focus on multimodal foundation models for systems that can see, understand, show, explain, and interact with the world—operating as a remote-first company with teams across the US and internationally.
• • In this role, you’ll develop deep expertise in customer support for cutting-edge AI products, gain experience influencing product development through user feedback, refine your ability to communicate complex technical concepts simply, and grow your skills in startup environments where adaptability and initiative are highly valued—positioning you to make visible impact at the frontier of visual AI.