Support Specialist (US Tier 2)

Runway; United States; Remote; USD 52,000 - 78,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Unlimited PTO

Sabbatical after 3 & 5 years

3% 401(k) matching

Remote stipend $250/month

Community donations program

Tech setup stipend

Paid parental leave

L&D stipend $600/year

Wellness stipend $600/year

Job summary

Runway is seeking a customer support specialist who thrives in a fast-paced, high-volume environment. You will handle inbound tickets across Free, Standard, Pro and Unlimited plans, triage escalations, and surface actionable insights to improve the product and self-serve content.

You’ll engage with a global creative community, contribute to automation and process improvements, and help users navigate the Runway platform with clarity and care.

Qualifications

• Data driven mindset: you notice patterns and know how to communicate them.
• Strong written communication: clear, direct, and thoughtful at volume.
• Ability to manage high ticket volume with ownership and autonomy.
• Interest in AI, creative tools or both.
• Familiarity with Notion, Slack, Zendesk, Google Workspace and AI platforms.

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 actionable recommendations.
• Help create self-service content: help docs, FAQs, and short-form videos.
• Engage with the Runway community on Discord and forums.
• Contribute to process improvements and automation, including building tools when possible.
• Triage complex technical issues for escalation to Enterprise support.
• Live troubleshoot within the Runway platform as needed.

Skills

Data driven mindset

Strong written communication

Autonomy

Interest in AI/creative tools

Tools

Notion

Slack

Zendesk

Google Workspace

Job description

• We’re building a tool that makes content creation easy and accessible for all types of creatives. Our users love it. Runway has an actively engaged and growing community of passionate artists and creators worldwide. And we’re growing our support team to ensure we can continue to provide delightful experiences for our users every day
• 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

Benefits

• 100% medical, dental, and vision coverage: We cover 100% of medical, dental and vision for our US employees AND their dependents. Based on the plans selected, we have complimentary mental health benefits and a free One Medical membership
• Unlimited days of PTO: We have unlimited PTO with a minimum of 15 days a year. We also have a paid sabbatical program after employees have been with Runway for 3 years and again after 5 years. And of course, we can’t forget about Summer Fridays
• 401k Matching, 3% matching: Plan for the future! We provide a 3% 401K match for our US based employees
• Remote $250 stipend: All of our employees outside of commuting distance to the office, can expense up to $250 per month on co-working spaces, lunch or groceries, and internet connection
• Donations supporting our community: Beyond our employees, we have a commitment to our communities. Every quarter, Runway employees choose an organization for the company to support through a donation
• Custom setup, tech setup stipend: In addition to the choice of laptop, all employees get a stipend to customize their tech set up as they want
• Parental leave for all parents: We offer 16 weeks of fully paid parental leave plus a gradual return to work plan. This coverage is for all parents, regardless of how a child is brought into the family
• L&D $600 stipend: We’re investing in our employees’ long term growth by giving every employee $600 per year to spend on their personal or professional development. That means conferences, courses, and books, oh my!
• Wellness $600 stipend: We set ambitious goals and work hard to achieve them, so we believe it’s important to invest in employees’ mental and physical health. The $600 annual wellness stipend can be used for anything from therapy sessions to gym memberships

We’re looking for creatives at heart that can pick up new tools fast, hold up under high ticket volume without losing quality and identify solutions vs. just clearing the queue. If that’s you, read on!

• Data driven mindset: you notice patterns and know how to communicate them
• Genuine interest in AI, creative tools or both
• Comfort managing your own work in a fast-moving environment- high ownership and high autonomy
• A learn-by-failing mentality, when you hit something unfamiliar, you have an experimental mindset
• You’re already comfortable in tools like Notion, Slack, Zendesk (or similar), Google Workspace and AI platforms1-3 years in customer support, operations, or technical role
• Expertise and/or interest in the creative space, AI or both
• Natural curiosity about how products work, why users get confused, and what could be done better
• Strong written communication: clear, direct, and thoughtful at volume

What sets you apart: The most successful people in this role don’t just keep up- they set the pace. They move through 60, 80, even 100+ tickets in a day without letting quality slip. They’re reading the queue, not just clearing it. They notice what keeps surfacing and do something about it, a message to product, a doc, sometimes something they built themselves. They show up with ideas no one asked for yet