Remote AI Support Pro for Creative Tools

Runway; New York (NY); Remote; USD 70,000 - 90,000; Full time

Job summary

Runway in the United States is seeking a customer support specialist to help our growing user base across Free, Standard, Pro and Unlimited plans. You’ll work with AI-powered tools, uphold quality, and resolve tickets quickly.

Ideal candidates have 1–3 years in customer support or technical roles, comfort with Notion, Slack, Zendesk and Google Workspace, and a curiosity about AI and creative tools. You’ll join a remote-friendly team with opportunities to influence product content and automation.

Qualifications

• You're comfortable with 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, with 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 autonomy.
• Data driven mindset: you notice patterns and know how to communicate them.
• 1-3 years in customer support, operations, or a technical role.
• Expertise and/or interest in the creative space, AI or both.
• Genuine interest in AI, creative tools or both.

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 thoughtful recommendations.
• Help identify opportunities to maintain or build self-service content: docs, short-form videos, FAQs, etc.
• Engage with the Runway community on Discord and other forums.
• Contribute 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.

Skills

Strong written communication

Learn-by-failing mentality

Natural curiosity

Data driven mindset

Genuine interest in AI/creative tools

1-3 years in customer support/ops/tech

Expertise/interest in creative space/且

Tools

Notion

Slack

Zendesk

Google Workspace

AI platforms

Job description

Runway in the United States is seeking a customer support specialist to help our growing user base across Free, Standard, Pro and Unlimited plans. You’ll work with AI-powered tools, uphold quality, and resolve tickets quickly.

Ideal candidates have 1–3 years in customer support or technical roles, comfort with Notion, Slack, Zendesk and Google Workspace, and a curiosity about AI and creative tools. You’ll join a remote-friendly team with opportunities to influence product content and automation.