At Luma, we’re building multimodal AI to expand human imagination and capabilities. We believe the next leap in AI won’t come from language alone—but from models that can see, understand, create, and interact with the world visually.

Dream Machine is just the beginning. We’re creating an intelligent creative partner—one that helps people express what’s in their mind’s eye, without needing the perfect words. Think: generative AI that’s not just helpful, but beautifully intuitive and deeply visual.

We’re product-focused, fast-moving, and shipping like crazy. Our team is small, sharp, and obsessed with building things that feel magical. If that resonates, keep reading.

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