FLORA · 4 days ago
Customer Support Specialist
New York City
Full-time
Onsite
Entry, Mid Level
2+ years expFLORA is a company that builds creative tools for the new creative class, and they are seeking a Founding Customer Support Specialist to establish their support function. The role involves managing the entire customer experience using AI tools to enhance efficiency and improve customer interactions.
Responsibilities
Own the entire customer experience across inbound channels—from billing questions to technical troubleshooting
Leverage AI tools like Claude to draft playbooks, synthesize feedback, and move faster than a traditional support team
Configure and optimize AI agents like Intercom's Fin to handle common questions at scale
Focus on the complex, high-touch interactions that matter most
Develop the systems that let one person operate like a team of five
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
Become the internal voice of the customer—turning ticket themes into product insights
Shape how FLORA shows up when customers need help—building the processes, documentation, and AI-augmented workflows that define our support culture
Qualification
Required
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
Preferred
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
Benefits
Equinox membership
Comprehensive health and dental coverage
Company
FLORA
FLORA is an applied AI HCI company building creative tools.
2-10 employees
Funding
Current Stage
Early StageTotal Funding
$6.5M2025-05-29Seed· $6.5M
Company data provided by crunchbase