Consumer Support Specialist - London

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 is hiring a consumer support specialist in London to answer creator questions about its video tools over email and chat, and to feed recurring problems back to product and engineering.

$75,000 – $90,000 / yr

Location

Remote (London)

Remote

Seniority

—

Compared with 7 other User roles: Common across similar roles Unique to this role

What you’ll do

Responsibilities

• Work through a high volume of inbound support tickets across Free, Standard, Pro and Unlimited plans with speed and accuracy
• Handle escalations from our AI support layer with sharp judgement on what needs a human and what doesn't Common
• Identify patterns across tickets and proactively surface them to the product team- not just reporting, but also offering thoughtful recommendations based on what you’re seeing
• Help identify opportunities to maintain or build self-service content: help docs, short-form videos, FAQs, etc.
• Engage with the Runway community on Discord and other forums Unique
• Contribute directly to process improvements and automation, including building things yourself when the opportunity is there Common
• Triage complex technical issues for escalation to Enterprise support Common
• Live troubleshoot within the Runway platform as needed Unique

What you’ll need

Experience

• You're already comfortable in tools like Notion, Slack, Zendesk (or similar), Google Workspace and AI platforms
• Strong written communication: clear, direct, and thoughtful at volume Common
• A learn‑by‑failing mentality, when you hit something unfamiliar, you have an experimental mindset Unique
• Natural curiosity about how products work, why users get confused, and what could be done better Unique
• Comfort managing your own work in a fast‑moving environment- high ownership and high autonomy Common
• Data driven mindset: you notice patterns and know how to communicate them Unique
• 1-3 years in customer support, operations, or technical role
• Expertise and/or interest in the creative space, AI or both Unique
• Genuine interest in AI, creative tools or both
• The most successful people in this role don’t just keep up- they set the pace. They move through 60, 80, even 100+ tickets in a day without letting quality slip. They’re reading the queue, not just clearing it. They notice what keeps surfacing and do something about it, a message to product, a doc, sometimes something they built themselves. They show up with ideas no one asked for yet. Unique