Consumer Support Specialist — AI-Savvy & Proactive (Remote)

Workman Labs; Greater London; Hybrid; GBP 75,000 - 90,000; Full time

Job summary

Runway in London is hiring a consumer support specialist to answer creator questions about its video tools via email and chat, and to relay recurring issues to product and engineering. You’ll handle a high volume of tickets, escalate where needed, and contribute to knowledge bases and FAQs.

The role offers remote work within London with opportunities to impact product direction and customer satisfaction. You’ll use Notion, Slack, Zendesk and Google Workspace, bringing strong written

Qualifications

• 1–3 years in customer support, operations or a technical role.
• Interest or experience in AI or creator tools is a plus.
• Fast learner with high ownership in a busy environment.

Responsibilities

• Handle a high volume of inbound support tickets across plans with speed and accuracy.
• Escalate complex issues from AI support layer with sound judgment.
• Identify ticket patterns and surface recommendations to product.
• Help build self-service content: docs, videos, FAQs.
• Engage with Runway community on Discord and other forums.
• Contribute to process improvements and automation, including small builds.
• Triage complex issues for Enterprise escalation.
• Live troubleshoot within the Runway platform as needed.

Skills

Written communication

Data-driven mindset

Curiosity about AI/products

High ownership

Tools

Notion

Slack

Zendesk

Google Workspace

Job description

Runway in London is hiring a consumer support specialist to answer creator questions about its video tools via email and chat, and to relay recurring issues to product and engineering. You’ll handle a high volume of tickets, escalate where needed, and contribute to knowledge bases and FAQs.

The role offers remote work within London with opportunities to impact product direction and customer satisfaction. You’ll use Notion, Slack, Zendesk and Google Workspace, bringing strong written