Remote AI Support Specialist for Creatives

Runway; New York (NY); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Job summary

Runway is seeking a Consumer Support Specialist to help scale our help center and resonate with a growing creator community. You’ll manage a high volume of tickets across Free, Standard, Pro and Unlimited plans, triage escalations, and collaborate with product and support teammates to improve self-service resources.

Ideal candidates bring 1–3 years in customer support or a technical role, comfort with Notion/Slack/Zendesk/Google Workspace, and a genuine interest in AI and creative tools.

Qualifications

• Comfort with Notion, Slack, Zendesk (or similar), Google Workspace, and AI platforms.
• Strong written communication: clear, direct, thoughtful at volume.
• Learning by failing mentality with an experimental mindset.
• Natural curiosity about how products work and why users get confused.
• High ownership and autonomy in a fast-moving environment.
• Data-driven mindset: notice patterns and communicate them effectively.
• 1–3 years in customer support, operations, or a technical role.
• 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: help docs, short-form videos, FAQs, etc.
• Engage with the Runway community on Discord and other forums.
• Contribute to process improvements and automation, building things when appropriate.
• Triage complex technical issues for escalation to Enterprise support.
• Live troubleshoot within the Runway platform as needed.

Skills

Excellent written communication

High-volume support

Customer-focused

Data-driven

Tools

Notion

Slack

Zendesk

Google Workspace

AI platforms

Job description

Runway is seeking a Consumer Support Specialist to help scale our help center and resonate with a growing creator community. You’ll manage a high volume of tickets across Free, Standard, Pro and Unlimited plans, triage escalations, and collaborate with product and support teammates to improve self-service resources.

Ideal candidates bring 1–3 years in customer support or a technical role, comfort with Notion/Slack/Zendesk/Google Workspace, and a genuine interest in AI and creative tools.