Consumer Support Specialist

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.

We're looking for a Consumer Support Specialist who comes in with strong foundations: someone who knows their way around modern tools, handles high volume without losing quality, and speaks up when they see something worth fixing.

What you’ll do

• 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

What you’ll need

• 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

• 1-3 years in customer support, operations, or technical role

• Expertise and/or interest in the creative space, AI or both

• Genuine interest in AI, creative tools or both

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.