Consumer Support Specialist

This is a fully remote position, open to applicants in United States, +2 more states.

📋 Description

• Manage a significant number of incoming support tickets for Free, Standard, Pro, and Unlimited plans

• Address escalations from the AI support layer and assess when human intervention is necessary

• Recognize trends within tickets and offer insights to the product team

• Spot opportunities to maintain or develop self-service resources, such as help documentation, short-form videos, and FAQs

• Interact with the Runway community on Discord and other platforms

• Contribute to enhancements in processes and automation, including creating solutions when suitable

• Assess complex technical issues for escalation to Enterprise support

• Perform live troubleshooting on the Runway platform as required

⛳️ Requirements

• Proficient in using Notion, Slack, Zendesk or similar tools, Google Workspace, and AI platforms

• Excellent written communication abilities

• Experimental and learn-by-failing attitude when faced with unfamiliar challenges

• Curiosity regarding product functionality, user confusion, and potential enhancements

• Capability to work autonomously in a fast-paced, high-autonomy setting

• Data-driven approach with the ability to recognize and articulate patterns

• 1–3 years of experience in customer support, operations, or a technical capacity

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

• Genuine passion for AI, creative tools, or both

• Capacity to manage 60–100+ support tickets daily while ensuring quality

• Candidates must currently reside in the U.S., Canada, or London

• Must be authorized to work in the country of residence

• Willingness to adopt a shifted schedule: Tuesday–Saturday or Sunday–Thursday

🏝️ Benefits

• Salary range of $75K–$90K for candidates located in the U.S.

• Equal opportunity for success

• An inclusive workplace where employees can be their authentic selves

• Recognized as a top workplace by Crain's, InHerSight, BuiltIn NYC, and INC