Creative Support Specialist, Enterprise

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee customer inquiries through email, chat, and Slack, focusing on intricate cases that require human insight.

• Deliver both technical and creative assistance to enterprise clients through written correspondence and phone calls.

• Examine technical problems and generate comprehensive bug reports that optimize engineering resources.

• Conduct QA testing on AI support automation to ensure quality and precision.

• Collaborate with the Customer Success team on enterprise onboarding and adoption, while working cross-functionally with Product and Engineering teams.

• Keep updated on product enhancements by actively utilizing Runway.

• Contribute to the knowledge base, documentation, and enhancements in processes.

• Detect systemic problems from ticket trends and calls, and proactively recommend improvements.

⛳️ Requirements

• 3-5+ years of experience in customer-facing technical positions.

• Familiarity with a combination of video editing, content creation, creative workflows, or generative AI tools.

• A proven history of managing enterprise customers and navigating complex escalations.

• Experience working independently with minimal oversight.

• Demonstrated examples of process enhancements or systems you have developed.

🏝️ Benefits

• Runway is committed to attracting and retaining outstanding talent from diverse backgrounds while ensuring equitable compensation for our team.

• Salary ranges are determined based on competitive market standards for our size, stage, and industry.

• The range provided is a general expectation for the role as advertised.

• Relevant experience and skill level are taken into account during the interview process.