AI Support Specialist - Creative Tools (Remote)

Runway; Greater London; Remote; GBP 30,000 - 45,000; Full time

Job summary

Runway is hiring for a customer support specialist who thrives in a creative, fast-paced environment. You will handle high volume tickets across plans, escalate when needed, and surface product insights to the team.

The role emphasizes empathy, clear communication, and a learning mindset, with opportunities to improve self-serve content and automation. Remote options extend to London and North America.

Qualifications

• Experience in customer support, operations, or technical roles.
• Strong written communication at scale.
• Ability to learn quickly and adapt in a fast-paced environment.
• Interest in AI or creative tools.

Responsibilities

• Handle high volume inbound support tickets across Free, Standard, Pro and Unlimited plans with speed and accuracy.
• Escalate complex issues from the AI support layer with sound judgment.
• Identify patterns in tickets and surface them to the product team with recommendations.
• Help build self-service content: docs, FAQs, videos.
• Engage with the Runway community on Discord and forums.
• Contribute to process improvements and automation.
• Triage complex technical issues for Enterprise escalation.
• Live troubleshoot within the Runway platform.

Skills

Notion

Slack

Zendesk

Google Workspace

AI platforms

Clear written communication

Fast-moving environment

Data-driven

Autonomy

Curiosity about AI

Tools

Notion

Slack

Zendesk

Google Workspace

Job description

Runway is hiring for a customer support specialist who thrives in a creative, fast-paced environment. You will handle high volume tickets across plans, escalate when needed, and surface product insights to the team.

The role emphasizes empathy, clear communication, and a learning mindset, with opportunities to improve self-serve content and automation. Remote options extend to London and North America.