Consumer Support Specialist - US

Runway ML
San Francisco, New York, Seattle
Workplace: RemoteFull timeUSD 75,000 - 90,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Written communication","Problem solving","Data driven","High ownership","Proactive pattern detection"]

Provide fast, accurate support for high volumes of inbound tickets across Runway’s plans, handling escalations from an AI support layer with solid judgment. Triage complex technical issues for Enterprise escalation, troubleshoot within the platform, and identify recurring patterns to recommend improvements to the product team. Help grow self-serve support through docs, videos, and FAQs, and engage with the community on Discord and other forums.

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FursaFursa
Runway ML
Runway ML
6 hours ago

Consumer Support Specialist - US

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Provide fast, accurate support for high volumes of inbound tickets across Runway’s plans, handling escalations from an AI support layer with solid judgment. Triage complex technical issues for Enterprise escalation, troubleshoot within the platform, and identify recurring patterns to recommend improvements to the product team. Help grow self-serve support through docs, videos, and FAQs, and engage with the community on Discord and other forums.
Location: San Francisco, New York, Seattle
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Resolve high-volume inbound support tickets across Free, Standard, Pro, and Unlimited plans with speed and accuracy
  • •Handle escalations from the AI support layer, deciding what requires human attention
  • •Identify ticket patterns and proactively surface them to the product team with thoughtful recommendations
  • •Improve self-service support by helping build or maintain help docs, short-form videos, and FAQs
  • •Troubleshoot complex technical issues and escalate to Enterprise support as needed

Pay and Benefits

Salary: USD 75,000 - 90,000 annually

Key Requirements

  • •1–3 years of experience in customer support, operations, or a technical role
  • •Strong written communication at volume (clear, direct, thoughtful)
  • •Comfort with tools like Notion, Slack, Zendesk (or similar), Google Workspace, and AI platforms
  • •A learn-by-failing mindset with an experimental approach when encountering unfamiliar issues
  • •Interest or expertise in the creative space, AI tools, or both, plus curiosity about how products work and why users get confused
Experience:Customer supportOperationsTechnical supportAICreative tools
Skills:Written communicationProblem solvingData drivenHigh ownershipProactive pattern detection
Tech Stack:NotionSlackZendeskGoogle WorkspaceAI platformsDiscordFAQsHelp docsShort-form videos

Company Brief

Runway ML
Provides generative AI tools and a creative platform for creators and studios to generate, edit, and collaborate on images, video, and other media using state-of-the-art machine learning models.
Industry: AI & Machine Learning
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: New York, United States
Founded: 2018
WebsiteLinkedIn