Remote Consumer Support Specialist — AI & Community Insights

Workman Labs; Northern (KY); Hybrid; USD 75,000 - 90,000; Full time

Job summary

Runway is seeking a consumer support specialist to answer creator questions via email and chat, routing recurring issues to product and engineering. This US-based, remote role pays $75,000–$90,000 per year and focuses on fast, accurate ticket handling.

You will work closely with product and AI teams, identify patterns, improve self-service content, and help elevate the user experience across plans and communities.

Qualifications

• Experience in customer support, operations, or a technical role.
• Excellent written communication and clarity at volume.
• Ability to work autonomously in a fast-moving environment.
• Interest in AI, creative tools, or both.

Responsibilities

• Work through a high volume of inbound support tickets with speed and accuracy.
• Handle escalations from AI support layer with good judgement.
• Identify patterns and surface them to the product team with recommendations.
• Help create self-service content: docs, short-form videos, FAQs.
• Engage with the Runway community on Discord and forums.
• Contribute to process improvements and automation, building when possible.
• Triage complex issues for Enterprise escalation.
• Live troubleshoot within the Runway platform as needed.

Skills

Strong written communication

Autonomy and ownership

Data-driven mindset

Curiosity about AI

Tools

Notion

Slack

Zendesk

Google Workspace

AI platforms

Job description

Runway is seeking a consumer support specialist to answer creator questions via email and chat, routing recurring issues to product and engineering. This US-based, remote role pays $75,000–$90,000 per year and focuses on fast, accurate ticket handling.

You will work closely with product and AI teams, identify patterns, improve self-service content, and help elevate the user experience across plans and communities.