Consumer Support Specialist

Join Runway, a rapidly growing company focused on making content creation easy and accessible for all types of creatives. As a Consumer Support Specialist, you will handle a high volume of inbound support tickets, identify patterns across tickets, engage with the Runway community, and contribute to process improvements. Enjoy benefits such as 100% medical, dental, and vision coverage, unlimited PTO, 401k matching, and more.

• Handle a high volume of inbound support tickets across various plans with speed and accuracy, and manage escalations from the AI support layer.
• Identify patterns across support tickets and proactively surface them to the product team, offering thoughtful recommendations based on observations.
• Engage with the Runway community on Discord and other forums, and contribute directly to process improvements and automation.

• Strong written communication: clear, direct, and thoughtful at volume
• 1-3 years in customer support, operations, or technical role
• Natural curiosity about how products work, why users get confused, and what could be done better
• Genuine interest in AI, creative tools or both
• Comfort managing your own work in a fast-moving environment- high ownership and high autonomy
• Expertise and/or interest in the creative space, AI or both
• You're already comfortable in tools like Notion, Slack, Zendesk (or similar), Google Workspace and AI platforms
• A learn-by-failing mentality, when you hit something unfamiliar, you have an experimental mindset
• Data driven mindset: you notice patterns and know how to communicate them