Creative Support Specialist, Enterprise

Workman Labs; Northern (KY); Hybrid; USD 100,000 - 145,000; Full time

Job summary

Runway is hiring a creative support specialist for enterprise customers, solving workflow problems inside its tools and building custom Runway workflows for studio and brand teams. The application asks candidates to build and submit one.

The role focuses on handling complex enterprise inquiries, providing technical and creative support, and contributing to knowledge bases and process improvements, all while working remotely from the US.

Qualifications

• Experience with video editing, content creation, creative workflows, or generative AI tools.
• 3-5+ years in customer-facing technical roles (support, solutions engineering, CSM, technical account management).
• Proven track record handling enterprise customers and complex escalations.
• History of working autonomously with minimal supervision.
• Examples of process improvements or systems you've built.

Responsibilities

• Manage customer inquiries across email, chat, Slack, focusing on complex cases requiring human judgment Unique
• Provide technical and creative support to enterprise customers via written communication and calls Common
• Investigate technical issues and create detailed bug reports that save engineering time
• QA test AI support automation for quality and accuracy
• Partner with Customer Success on enterprise implementation and adoption, and collaborate cross-functionally with Product and Engineering teams Unique
• Stay current on product updates by actively using Runway
• Contribute to knowledge base, documentation, and process improvements Common
• Identify systemic issues from ticket patterns and calls, and proactively suggest improvements and operate autonomously - you know when to elevate vs. own a problem through resolution Common

Skills

Video editing

Content creation

Creative workflows

Generative AI tools

Job description

Runway is hiring a creative support specialist for enterprise customers, solving workflow problems inside its tools and building custom Runway workflows for studio and brand teams. The application asks candidates to build and submit one.

$100,000 – $145,000 / yr

Location

Remote (US)

Remote

Seniority

—

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

What you'll do

• Manage customer inquiries across email, chat, Slack, focusing on complex cases requiring human judgment Unique
• Provide technical and creative support to enterprise customers via written communication and calls Common
• Investigate technical issues and create detailed bug reports that save engineering time
• QA test AI support automation for quality and accuracy
• Partner with Customer Success on enterprise implementation and adoption, and collaborate cross-functionally with Product and Engineering teams Unique
• Stay current on product updates by actively using Runway
• Contribute to knowledge base, documentation, and process improvements Common
• Identify systemic issues from ticket patterns and calls, and proactively suggest improvements and operate autonomously - you know when to elevate vs. own a problem through resolution Common

What you'll need

Experience

• Experience with a mix of video editing, content creation, creative workflows, or generative AI tools
• 3-5+ years in customer-facing technical roles (support, solutions engineering, CSM, technical account management) Common
• Proven track record handling enterprise customers and complex escalations Unique
• History of working autonomously with minimal supervision Unique
• Examples of process improvements or systems you've built Unique