Consumer Support Specialist (AI)

TL;DR

Consumer Support Specialist (AI): Providing high-volume technical support for users of an AI creative platform with an accent on ticket resolution and product feedback. Focus on identifying user pain points, managing AI-human escalations, and improving self-service documentation.

Location: Remote across North America and London; offices available in NYC, San Francisco, Seattle, and London.

Salary: $75K – $90K

Company

Runway is building AI world models to simulate the world by merging art and science to transform content creation.

What you will do

• Manage high-volume inbound support tickets for Free, Standard, Pro, and Unlimited plans with speed and accuracy.
• Handle escalations from the AI support layer, utilizing sharp judgment to determine when human intervention is necessary.
• Identify ticket patterns and proactively surface thoughtful recommendations to the product team.
• Build and maintain self-service content, including help documentation, FAQs, and short-form videos.
• Engage with the Runway community on Discord and other professional forums.
• Contribute to process improvements and automation within the support workflow.

Requirements

• 1-3 years of experience in customer support, operations, or a technical role.
• Proficiency with modern tools: Notion, Slack, Zendesk, Google Workspace, and AI platforms.
• Strong written communication skills for delivering clear and thoughtful responses at scale.
• An experimental "learn-by-failing" mindset and natural curiosity about product mechanics.
• Must be based in North America or London.
• Genuine interest in or expertise within the AI and creative tools space.

Culture & Benefits

• Remote-friendly environment with physical offices in major tech hubs.
• Opportunity to work at the frontier of AI and general-purpose simulation.
• Culture of high ownership, autonomy, and ambition.
• Commitment to pay equity and recruiting exceptional talent from diverse backgrounds.

Hiring process

• Practical Application: Try the Runway product and build a custom workflow consisting of at least 3 steps.
• Submission: Provide a screenshot of the completed workflow and a brief description of the creative concept and target user.
• Feedback: Optional opportunity to provide suggestions for improving the workflow builder.