Consumer Support Specialist (AI)

Location: Remote across North America and London; offices in New York, San Francisco, Seattle, and London

Salary: $75,000–$90,000 per year for U.S. candidates; compensation may vary outside the U.S.

Company

Runway builds AI-powered world models and creative tools that make content creation accessible to artists and creators.

What you will do

• Handle a high volume of inbound support tickets across Free, Standard, Pro, and Unlimited plans.
• Review escalations from the AI support layer and determine which issues require human intervention.
• Identify recurring ticket patterns and provide actionable recommendations to the product team.
• Create and maintain self-service resources, including help documentation, FAQs, and short-form videos.
• Engage with the Runway community on Discord and other forums.
• Triage complex technical issues, troubleshoot within the platform, and contribute to process improvements and automation.

Requirements

• 1–3 years of experience in customer support, operations, or a technical role.
• Experience with Notion, Slack, Zendesk or similar tools, Google Workspace, and AI platforms.
• Strong written communication and the ability to maintain quality while handling high ticket volumes.
• Curiosity about how products work, why users encounter confusion, and how product experiences can improve.
• Ability to work independently in a fast-moving environment with high ownership and autonomy.
• Data-driven approach to recognizing patterns and communicating insights.

Nice to have

• Expertise or strong interest in creative tools, AI, or both.
• Experience building support automation or other process improvements.

Culture & Benefits

• Work with a creative, open-minded, caring, and ambitious team.
• Contribute to an actively engaged global community of artists and creators.
• Equal opportunity workplace committed to diversity and pay equity.
• Remote work is available across North America and London, with offices in New York, San Francisco, Seattle, and London.