Creative Support Specialist for AI & Creatives

Runway; United States; Remote; USD 52,000 - 78,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Unlimited PTO

Sabbatical after 3 & 5 years

3% 401(k) matching

Remote stipend $250/month

Community donations program

Tech setup stipend

Paid parental leave

L&D stipend $600/year

Wellness stipend $600/year

Job summary

Runway is seeking a customer support specialist who thrives in a fast-paced, high-volume environment. You will handle inbound tickets across Free, Standard, Pro and Unlimited plans, triage escalations, and surface actionable insights to improve the product and self-serve content.

You’ll engage with a global creative community, contribute to automation and process improvements, and help users navigate the Runway platform with clarity and care.

Qualifications

• Data driven mindset: you notice patterns and know how to communicate them.
• Strong written communication: clear, direct, and thoughtful at volume.
• Ability to manage high ticket volume with ownership and autonomy.
• Interest in AI, creative tools or both.
• Familiarity with Notion, Slack, Zendesk, Google Workspace and AI platforms.

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.
• Identify patterns across tickets and surface them to the product team with actionable recommendations.
• Help create self-service content: help docs, FAQs, and short-form videos.
• Engage with the Runway community on Discord and forums.
• Contribute to process improvements and automation, including building tools when possible.
• Triage complex technical issues for escalation to Enterprise support.
• Live troubleshoot within the Runway platform as needed.

Skills

Data driven mindset

Strong written communication

Autonomy

Interest in AI/creative tools

Tools

Notion

Slack

Zendesk

Google Workspace

Job description

Runway is seeking a customer support specialist who thrives in a fast-paced, high-volume environment. You will handle inbound tickets across Free, Standard, Pro and Unlimited plans, triage escalations, and surface actionable insights to improve the product and self-serve content.

You’ll engage with a global creative community, contribute to automation and process improvements, and help users navigate the Runway platform with clarity and care.