Remote Consumer Support Specialist - AI Creative Tools

Runway; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Runway is building an accessible content-creation tool and seeks a Consumer Support Specialist who thrives in high-volume, fast-moving environments.

You’ll work across Free to Unlimited plans, handle escalations, surface patterns to product, and help grow self-service content while engaging with the Runway community.

Remote across North America and London is open; offices in NYC, SF, Seattle, London.

Qualifications

• 1–3 years in customer support, operations, or a technical role.
• Comfort with Notion, Slack, Zendesk and Google Workspace.
• Strong written communication and thoughtful ticketing style.
• Interest in AI and creative tools, with a learning mindset.
• Ability to work autonomously in a fast-moving environment.

Responsibilities

• Process a high volume of inbound support tickets across plans with speed and accuracy.
• Handle escalations from AI support with sharp human-judgement.
• Identify ticket patterns and surface insights to the product team.
• Help build self-service content like docs, FAQs, and videos.
• Engage with the Runway community on Discord and forums.
• Contribute to process improvements and small automations.
• Triage complex issues for Enterprise escalation.
• Live troubleshoot within the Runway platform as needed.

Skills

Notion

Slack

Zendesk

Google Workspace

AI platforms

Written communication

Learn-by-failing mindset

Curiosity about product

Autonomy

Data-driven mindset

Customer support experience

AI/creative space interest

Genuine interest in AI/tools

Job description

Runway is building an accessible content-creation tool and seeks a Consumer Support Specialist who thrives in high-volume, fast-moving environments.

You’ll work across Free to Unlimited plans, handle escalations, surface patterns to product, and help grow self-service content while engaging with the Runway community.

Remote across North America and London is open; offices in NYC, SF, Seattle, London.