Customer Support Specialist

FLORA•New York, NY

28d•Onsite

About The Position

We build creative tools for the new creative class—an intelligent canvas where the best AI models enable professional craft. We're a team of ~20 who recently closed our Series A, backed by investors like Hanabi Capital, Menlo Ventures, Justin Kan, and Gabe Whaley (founder of MSCHF). Our customers include Pentagram, Lionsgate, and Nike. We're looking for a Founding Customer Support Specialist who will build FLORA's support function from the ground up—with AI as a force multiplier. As our first dedicated support hire, you'll own the entire customer experience across inbound channels—from billing questions to technical troubleshooting. But you won't do it alone. You'll leverage AI tools like Claude to draft playbooks, synthesize feedback, and move faster than a traditional support team. You'll configure and optimize AI agents like Intercom's Fin to handle common questions at scale, freeing you to focus on the complex, high-touch interactions that matter most. You'll develop the systems that let one person operate like a team of five. You'll work directly with our Head of Product and Engineering to escalate bugs, surface patterns, and close the loop between what users experience and what we build. And you'll become the internal voice of the customer—turning ticket themes into product insights. This isn't a ticket-clearing role. You'll shape how FLORA shows up when customers need help—building the processes, documentation, and AI-augmented workflows that define our support culture.

Requirements

2+ years in customer support or success, ideally at a B2B SaaS or creative tool company
Demonstrated AI fluency—you actively use tools like Claude, ChatGPT, or Copilot to accelerate your work (drafting responses, building documentation, analyzing patterns)
Experience configuring or optimizing AI chatbots (Fin, Ada, Forethought, etc.) to deflect tickets and improve resolution time
Strong written communication—you can explain complex technical concepts clearly and warmly
Experience with Intercom, Zendesk, or similar support platforms
Comfort diagnosing technical issues and triaging bugs (you don't need to fix them, but you need to know what's broken)
The instinct to systematize—you see a recurring question and build a help article or chatbot flow, not just answer it again
Composure under pressure—outages happen, and you can stay calm while communicating clearly

Nice To Haves

Experience using Claude Code, Cursor, or similar AI coding tools to build simple automations, scripts, or internal tools
A track record of dramatically improving support efficiency through AI adoption (we want to hear the metrics)
Experience at an early-stage startup where you built support processes from scratch
Familiarity with creative workflows or AI-native products
Background synthesizing customer feedback into actionable product insights
Experience supporting both self-serve users and enterprise accounts