Consumer Support Specialist

🔥 0 minutes ago

🌐 United States, Canada, +1 more countries – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote 🇬🇧 United Kingdom – 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

• Process a high volume of inbound support tickets across Free, Standard, Pro, and Unlimited plans • Handle escalations from the AI support layer and determine when human intervention is needed • Identify patterns across tickets and provide recommendations to the product team • Identify opportunities to maintain or create self-service content, including help docs, short-form videos, and FAQs • Engage with the Runway community on Discord and other forums • Contribute to process improvements and automation, including building solutions when appropriate • Triage complex technical issues for escalation to Enterprise support • Live troubleshoot within the Runway platform as needed

🎯 Requirements

• Comfortable using Notion, Slack, Zendesk or similar tools, Google Workspace, and AI platforms • Strong written communication skills • Experimental, learn-by-failing mindset when encountering unfamiliar issues • Curiosity about product behavior, user confusion, and potential improvements • Ability to manage work independently in a fast-moving, high-autonomy environment • Data-driven mindset and ability to identify and communicate patterns • 1–3 years of experience in customer support, operations, or a technical role • Expertise and/or interest in the creative space, AI, or both • Genuine interest in AI, creative tools, or both • Ability to handle 60–100+ support tickets per day while maintaining quality • Candidates must be currently based in the U.S., Canada, or London • Currently authorized to work in the country where based • Openness to a shifted schedule: Tuesday–Saturday or Sunday–Thursday

🏖️ Benefits

• Salary range of $75K–$90K for candidates in the U.S. • Equal opportunity to succeed • Inclusive workplace where employees can bring their full selves to work • Recognition as a best place to work by Crain's, InHerSight, BuiltIn NYC, and INC