Community Support Representative

About this role

The Support Team at FLORA acts as the critical bridge between our users and the product—building trust, gathering insights, and ensuring creative professionals can focus on their work without friction.

As our Community Support Representative, you'll own the support experience for users pushing the boundaries of AI-assisted creativity.

We are looking for someone part-time, who can start at ~10-15 hours per week.

HOW YOU'LL MAKE AN IMPACT:

- Efficiently manage 200+ weekly inquiries through our support channels, ensuring every creative professional receives swift, thoughtful responses

- Take full ownership of each case from initial contact through resolution, providing clear and solution-oriented guidance

- Manage and moderate our Discord community—fostering conversations, surfacing valuable workflows, and creating a space where professionals share techniques and inspiration

- Host occasional FLORA Office Hours sessions where you'll demo features, answer questions live, and gather real-time feedback from our community

- Support critical workflows including credit management, team collaboration issues, and workflow troubleshooting with precision and care

- Empower users through education—creating tutorials, workflow guides, and resources that help professionals master FLORA's capabilities

- Act as the voice of our community by identifying patterns in feedback and collaborating with product and engineering to refine the user experience

- Maintain the warmth and expertise that defines FLORA's brand in every interaction

WHAT WE'RE LOOKING FOR:

- Excellent listening skills and genuine empathy. You read between the lines to understand what users truly need, whether they're a first-time user or a power user building complex workflows.

- Comfort presenting and engaging in live settings. You're energized by hosting Office Hours, demoing features, and creating moments of connection with our community.

- A team-first mindset. You believe we're stronger together and approach every challenge collaboratively.

- Intellectual curiosity. You see each interaction as an opportunity to learn about our users, their creative processes, and how FLORA can better serve them.

- Obsessive attention to detail. You understand how small UX friction points connect to larger creative workflows.

- Authenticity and care. You approach your work without ego, focusing on user success and team impact.

- Familiarity with creative tools and workflows. Ideally, you've used design software, video editing tools, or AI creative platforms—or you're a creator yourself.

- Experience building or moderating online communities, particularly Discord, where thoughtful engagement drives real value.

- Bonus: Experience supporting users in creative tech products, SaaS platforms, or digital creative tools.

WHAT MAKES THIS ROLE DIFFERENT:

You won't just be answering tickets—you'll be helping creative professionals unlock new possibilities with AI. You'll interact with designers, video creators, and agencies using FLORA to push creative boundaries. Through Discord and Office Hours, you'll build relationships with our most engaged users and become a trusted voice in the community. Your insights will directly shape product decisions and help us build the future of creative work.

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