About the job
About FLORA
FLORA is dedicated to empowering the new creative class by providing innovative tools that serve as an intelligent canvas, utilizing leading AI technologies to enhance professional craftsmanship. Our talented team of around 20 has successfully raised $52 million from top-tier investors including Redpoint Ventures, Hanabi Capital, Menlo Ventures, Justin Kan, and Gabe Whaley, the founder of MSCHF. Our diverse clientele ranges across creative industries, featuring renowned names such as Pentagram, Lionsgate, and Nike.
About the Role
We are in search of a pioneering Customer Support Specialist who will establish FLORA's support framework from the ground up, harnessing AI as a powerful ally.
As our inaugural support hire, you will take charge of the holistic customer experience through various inbound channels, addressing everything from billing inquiries to technical troubleshooting. You will not embark on this journey alone, as you will utilize AI tools like Claude to create playbooks, synthesize feedback, and expedite processes beyond the capabilities of a conventional support team. Additionally, you will configure and enhance AI agents such as Intercom's Fin to manage common inquiries at scale, allowing you to dedicate your time to the more intricate, high-touch interactions that truly matter.
You will be instrumental in developing systems that empower one individual to function like a team of five. Collaborating closely with our Head of Product and Engineering, you will escalate bugs, identify patterns, and ensure a continuous feedback loop between user experiences and our development efforts. Furthermore, you will serve as the internal advocate for customers, translating ticket themes into actionable product insights.
This role transcends mere ticket management. You will define how FLORA engages with customers seeking assistance by crafting the processes, documentation, and AI-enhanced workflows that will shape our support culture.

