Customer Support Specialist [Contract]

About LumaLuma’s mission is to build unified general intelligence that can generate, understand, and operate in the physical world.We believe that multimodality is critical for intelligence. To go beyond language models and build more aware, capable and useful systems, the next step function change will come from vision. So, we are working on training and scaling up multimodal foundation models for systems that can see and understand, show and explain, and eventually interact with our world to effect change.The RoleEmployment Type: Contractor/FreelanceTimezone: This position requires Pacific Coast Timezone availabilityAs a Customer Support Specialist, you’ll be the voice of Luma 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 LikeRespond to user questions with speed and empathy, across email, chat, and community channelsCollaborate with product and engineering to escalate bugs, track recurring issues, and help design solutionsWrite and refine help center articles to make support more scalable and intuitiveSpot trends in user feedback and share insights with the team to improve usability and delightExperiment with workflows and tools to make support faster and more magicalJump into unexpected challenges with creativity and hustleManage customer account settings, subscriptions, and billing information in Stripe as neededThe EssentialsYour Background Looks Something Like:A minimum of 3 years of experience in customer support within creative AI communitiesStrong 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 ExceptionalExperience supporting creative tools, AI products, or design/visual softwareProven ability to create self-service resources (knowledge bases, FAQs, tutorials)Passion for AI, design, or empowering creatorsStartup grit - you thrive when wearing multiple hats and figuring things out as you goYou Might Really Thrive Here If…You’re energized by solving problems for people and seeing the impact right awayYou’re curious about creative AI and love experimenting with new toolsYou enjoy the pace of a fast-moving startup and can adapt quicklyYou believe great support is as much about empathy and tone as it is about solutionsYou’re motivated by being part of a frontier technology company where your work has visible impactSome Of The Cool Things We’re Working OnExpanding Luma app to empower millions of creators with new capabilitiesBuilding seamless in-app support experiences that feel magical, not transactionalScaling our customer operations to support rapid global growthTurning user feedback into features that redefine what AI-powered creativity can doShaping the future of how people interact with generative AI in visual and multimodal ways