Remote Creative Tools Support Specialist

Madrona Venture Labs; California (MO); On-site; USD 55,000 - 75,000; Full time

Job summary

Runway is seeking a Consumer Support Specialist to join our global team. You’ll handle high-volume inquiries across Free, Standard, Pro, and Unlimited plans, ensuring timely, accurate responses and delightful user experiences.

You’ll work with Notion, Slack, Zendesk, and Google Workspace, triage complex issues, and collaborate with product to surface patterns and create self-serve content. Remote across North America and London is welcome.

Qualifications

• 1-3 years in customer support or related technical role.

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 proactively surface them to the product team- not just reporting, but also offering thoughtful recommendations based on what you're seeing
• 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 directly 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

Notion

Slack

Zendesk

Google Workspace

AI platforms

Strong written communication

Learn-by-failing mentality

Curiosity about products

Ownership & autonomy

Data-driven mindset

1-3 years in customer support

Creative/AI interest

Interest in AI/creative tools

Tools

Notion

Slack

Zendesk

Google Workspace

Job description

Runway is seeking a Consumer Support Specialist to join our global team. You’ll handle high-volume inquiries across Free, Standard, Pro, and Unlimited plans, ensuring timely, accurate responses and delightful user experiences.

You’ll work with Notion, Slack, Zendesk, and Google Workspace, triage complex issues, and collaborate with product to surface patterns and create self-serve content. Remote across North America and London is welcome.