Creative Support Specialist, Enterprise

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🕒 5 days ago

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Runway

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

🤖 Artificial Intelligence

☁️ SaaS

📱 Media

Artificial Intelligence • SaaS • Media

Runway is a company building foundational "Real-World Intelligence" — large models and systems that can understand, simulate and act in the visual world. It offers three main product platforms built on these models: Runway Creative, an all‑in‑one cloud creative suite for generating and editing video, images and audio for individuals and teams; Runway Dev, an AI media platform and API for developers to run models, compose pipelines and trigger workflows; and Runway Robotics, a toolkit for photorealistic simulation, policy inference and synthetic data generation powered by their General World Model (GWM-1). Runway also publishes research (e. g. , GWM-1, Gen-4. 5 video model) and serves both individual creators and enterprise customers.

📋 Description

• Manage customer inquiries across email, chat, Slack, focusing on complex cases requiring human judgment • Provide technical and creative support to enterprise customers via written communication and calls • Investigate technical issues and create detailed bug reports that save engineering time • QA test AI support automation for quality and accuracy • Partner with Customer Success on enterprise implementation and adoption, and collaborate cross-functionally with Product and Engineering teams • Stay current on product updates by actively using Runway • Contribute to knowledge base, documentation, and process improvements • Identify systemic issues from ticket patterns and calls, and proactively suggest improvements

🎯 Requirements

• 3-5+ years in customer-facing technical roles • Experience with a mix of video editing, content creation, creative workflows, or generative AI tools • Proven track record handling enterprise customers and complex escalations • History of working autonomously with minimal supervision • Examples of process improvements or systems you've built.

🏖️ Benefits

• Runway strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for our team. • Salary ranges are based on competitive market rates for our size, stage and industry. • The range shared is a general expectation for the function as posted. • Relevant experience and skill level are considered during the interview process.