Consumer Support Specialist

Runway

United States

On-site

USD 50,000 - 70,000

Full time

14 days+

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Benefits offered by this job

Flexible working hours

Work from anywhere

Creative environment

Job summary

A leading AI company is seeking a Creative Support Specialist to deliver high-quality support for their users. You will provide technical assistance, analyze support trends, and create self-service content. Ideal candidates will have 1-3 years of experience in customer support and strong communication skills. This role is remote-friendly and involves problem-solving for creative workflows. Join a team committed to innovation and customer satisfaction.

Qualifications

1-3 years in customer support, operations, or a related role.
Comfortable with high-volume ticket environments.
Expertise and/or interest in the creative space, AI, or both.

Responsibilities

Provide ticket-based creative and technical support for customers.
Resolve customer inquiries with speed and accuracy.
Analyze trends in AI support escalations.

Skills

Strong written communication skills

Quick learner with ability to master complex creative software

Data-driven mindset

Creative problem-solving abilities

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.

The Creative Support Specialist delivers efficient, high‑quality support at scale for Runway’s prosumer and consumer segments, leveraging AI automation and expert problem‑solving to create exceptional experiences.

What you’ll do

Provide ticket‑based creative and technical support for Free, Standard, Pro, and Unlimited plan customers
Resolve customer inquiries with speed and accuracy
Handle escalations from AI layer with expert problem‑solving
Analyze trends in our AI support escalations to optimize deflection and improve automated responses
Create and maintain self‑service content (help docs, videos, FAQs)
Engage with Reddit community and user forums
Review and process API upgrade requests
Identify trends in support volume and proactively address root causes
Contribute to support process improvements and automation opportunities
Triage complex technical issues for escalation to Enterprise Enablement team

What you’ll need

1‑3 years in customer support, operations, or a related role
Strong written communication skills (clear, empathetic, efficient)
Quick learner with ability to master complex creative software
Data‑driven mindset for identifying patterns and opportunities
Comfortable with high‑volume ticket environments
Interest in AI/automation and process optimization
Creative problem‑solving abilities
Expertise and/or interest in the creative space, AI or both
Ability to thrive in an autonomous, fast‑paced environment with minimal supervision to get things done

For Your Application

During our interview process, you'll have several chances to get acquainted with the Runway product and use all the features our team has built – and that starts now! As part of your application, instead of a cover letter, we ask that you try out the Runway product, specifically build a custom workflow.

Build a Custom Runway Workflow

Sign up for a free Runway account (no payment required)
Review these resources:
- Tutorial
- Guide
Build a workflow based on your own creative idea or theme. Your workflow should include at least 3 steps and think about a real creative problem someone might solve with Runway.
Submit in the application:
- Screenshot of your completed workflow
- Brief description (3–4 sentences): What’s your creative concept? What does your workflow accomplish? Who would use this?

Note: Free accounts can build workflows but can’t run them – that’s fine! We want to see your ability to learn the product and think creatively about how customers might use it.

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.

Working at Runway

Great things come from great teams. We’d love to hear from you. We’re committed to creating a space where our employees can bring their full selves to work and have equal opportunity to succeed. So regardless of race, gender identity or expression, sexual orientation, religion, origin, ability, age, veteran status, if joining this mission speaks to you, we encourage you to apply.

More about Runway