Consumer Support Specialist

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Efficiently manage a large volume of incoming support tickets across Free, Standard, Pro, and Unlimited plans with accuracy and promptness.

• Address escalations from our AI support layer, demonstrating keen judgment to determine what requires human intervention.

• Recognize trends within tickets and proactively communicate these to the product team—providing not just reports but also insightful recommendations based on observations.

• Assist in identifying opportunities to create or enhance self-service content, including help documents, short videos, FAQs, and more.

• Interact with the Runway community on Discord and other forums.

• Actively contribute to improvements in processes and automation, including the potential to develop solutions independently.

• Assess intricate technical issues for escalation to Enterprise support.

• Perform live troubleshooting within the Runway platform as necessary.

⛳️ Requirements

• 1-3 years of experience in customer support, operations, or a technical position.

• Familiarity with tools such as Notion, Slack, Zendesk (or similar), Google Workspace, and AI platforms.

• Excellent written communication skills: clear, direct, and thoughtful, even in high-volume situations.

• A mindset focused on learning through experimentation; when faced with the unfamiliar, you adopt an experimental approach.

• An innate curiosity about product functionality, user confusion, and potential improvements.

• Ability to independently manage work in a dynamic environment—demonstrating high ownership and autonomy.

• A data-driven approach: you can identify patterns and effectively communicate them.

• Expertise or an interest in the creative industry, AI, or both.

🏝️ Benefits

• Competitive salary.

• Opportunities for professional development.