Consumer Support Specialist

🕒 July 28

🏄 California, New York – Remote

🏄 California – Remote 🗽 New York – Remote

💵 $75k - $90k / year

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

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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

• 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

🎯 Requirements

• 1-3 years in customer support, operations, or technical role • You're already comfortable in tools like Notion, Slack, Zendesk (or similar), Google Workspace and AI platforms • Strong written communication: clear, direct, and thoughtful at volume • A learn-by-failing mentality, when you hit something unfamiliar, you have an experimental mindset • Natural curiosity about how products work, why users get confused, and what could be done better • Comfort managing your own work in a fast-moving environment- high ownership and high autonomy • Data driven mindset: you notice patterns and know how to communicate them • Expertise and/or interest in the creative space, AI or both

🏖️ Benefits

• Competitive salary • Opportunities for professional development