What are the responsibilities and job description for the Customer Support Specialist [Contract] position at Luma?
About Luma
Luma’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 Role
As 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 Like
Your Background Looks Something Like:
Luma’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 Role
As 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 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:
- 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 Luma app 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