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 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
- 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
Work Arrangement
Hybrid — North America, London, NYC, San Francisco, Seattle, London
