Consumer Support Specialist - US

Workman Labs; United States; Hybrid; USD 75,000 - 90,000; Full time

Job summary

Runway is seeking a consumer support specialist to answer creator questions via email and chat, routing recurring issues to product and engineering. This US-based, remote role pays $75,000–$90,000 per year and focuses on fast, accurate ticket handling.

You will work closely with product and AI teams, identify patterns, improve self-service content, and help elevate the user experience across plans and communities.

Qualifications

• Experience in customer support, operations, or a technical role.
• Excellent written communication and clarity at volume.
• Ability to work autonomously in a fast-moving environment.
• Interest in AI, creative tools, or both.

Responsibilities

• Work through a high volume of inbound support tickets with speed and accuracy.
• Handle escalations from AI support layer with good judgement.
• Identify patterns and surface them to the product team with recommendations.
• Help create self-service content: docs, short-form videos, FAQs.
• Engage with the Runway community on Discord and forums.
• Contribute to process improvements and automation, building when possible.
• Triage complex issues for Enterprise escalation.
• Live troubleshoot within the Runway platform as needed.

Skills

Strong written communication

Autonomy and ownership

Data-driven mindset

Curiosity about AI

Tools

Notion

Slack

Zendesk

Google Workspace

AI platforms

Job description

Runway is hiring a consumer support specialist in the US to answer creator questions over email and chat, and to route recurring problems to product and engineering.

$75,000 – $90,000 / yr

Location

Remote (US)

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