Remote AI Support Specialist for Creative Tools

Runway; San Francisco (CA); Remote; USD 60,000 - 90,000; Full time

Job summary

Runway is seeking a customer support-oriented team member to handle high-volume tickets, triage escalations, and drive self-service content for our creator-focused AI platform. You will engage with our community and help surface product insights to improve the experience.

Ideal candidates bring 1–3 years in support or technical roles, strong written communication, and a curiosity for AI and creative tools. Remote work across North America is supported.

Qualifications

• Familiar with Notion, Slack, Zendesk and Google Workspace.
• Strong written communication at volume.
• Willingness to learn from failures and experiment.
• Curiosity about how products work and user confusion.
• High ownership and autonomy in fast-moving environments.
• Data-driven mindset to spot patterns.
• 1-3 years in customer support, operations, or technical role.
• Interest in AI or creative tools.

Responsibilities

• Handle high volume 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 recommendations.
• Help identify opportunities to build self-service content: docs, videos, FAQs.
• Engage with the Runway community on Discord and other forums.
• Contribute to process improvements and automation, including building solutions when possible.
• Triage complex technical issues for escalation to Enterprise support.
• Live troubleshoot within the Runway platform as needed.

Skills

Strong communication

Learn by failing

Product curiosity

Data-driven

Ownership

Ticket triage

High volume handling

AI/tools interest

Education

1-3 years experience

Tools

Notion

Slack

Zendesk

Google Workspace

AI platforms

Job description

Runway is seeking a customer support-oriented team member to handle high-volume tickets, triage escalations, and drive self-service content for our creator-focused AI platform. You will engage with our community and help surface product insights to improve the experience.

Ideal candidates bring 1–3 years in support or technical roles, strong written communication, and a curiosity for AI and creative tools. Remote work across North America is supported.