Support Specialist, London Tier 2

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

We are building AI to simulate the world through merging art and science.

We believe that world models are at the frontier of progress in artificial intelligence. Language models alone won't solve the world's hardest problems - robotics, disease, scientific discovery. Real progress requires models that experience the world and learn from their mistakes, the same way that humans do. And this kind of trial and error can be massively accelerated when done in simulation, rather than in the real world.

World models offer the most clear path to general‑purpose simulation, changing how stories are told, how scientific progress is made and how the next frontiers of humanity are reached.

Our team consists of creative, open minded, caring and ambitious people who are determined to change the world. We aspire to continuously build impossible things and our ability to do so relies on building an incredible team. If you are driven to do the same, we'd love to hear from you.

About the role

Open to hiring remote across North America and London - we also have offices in NYC, San Francisco, Seattle, and London.

We're building a tool that makes content creation easy and accessible for all types of creatives. Our users love it. Runway has an actively engaged and growing community of passionate artists and creators worldwide. And we're growing our support team to ensure we can continue to provide delightful experiences for our users every day.

We're looking for creatives at heart that can pick up new tools fast, hold up under high ticket volume without losing quality and identify solutions vs. just clearing the queue. If that's you, read on!

What you'll do

• 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

• 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

• Contribute directly to process improvements and automation, including building things yourself when the opportunity is there

• Triage complex technical issues for escalation to Enterprise support

• Live troubleshoot within the Runway platform as needed

What you'll need

• 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

• A learn-by-failing mentality, when you hit something unfamiliar, you have an experimental mindset

• Natural curiosity about how products work, why users get confused, and what could be done better

• Comfort managing your own work in a fast-moving environment- high ownership and high autonomy

• Data driven mindset: you notice patterns and know how to communicate them

• 1-3 years in customer support, operations, or technical role

• Expertise and/or interest in the creative space, AI or both

• Genuine interest in AI, creative tools or both

What sets you apart

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.

Runway strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for our team. Our salary ranges are based on competitive market rates for our size, stage and industry, and salary is just one part of the overall compensation package we provide.

There are many factors that go into salary determinations, including relevant experience, skill level and qualifications assessed during the interview process, and maintaining internal equity with peers on the team. The range shared below is a general expectation for the function as posted, but we are also open to considering candidates who may be more or less experienced than outlined in the job description. In this case, we will communicate any updates in the expected salary range.

Lastly, the provided range is the expected salary for candidates in the U.S. Outside of those regions, there may be a change in the range, which again, will be communicated to candidates.

More about Runway

• Universal World Simulator

• GWM-1

• Gen-4.5

• General World Models

• Robotics SDK

• Conversational Real-time Agents

• Runway Studios

We're excited to be recognized as a best place to work:

Crains | InHerSight | BuiltIn NYC | INC