Consumer Support Specialist

Runway ML
United States, London
Workplace: RemoteFull timeUSD 75,000 - 90,000 annuallyFunction: Customer Support (Service Desk)Experience: 1-3 yearsSkills: ["Communication","Empathy","Problem-solving","Data-driven","Adaptability"]

Creative Support Specialist provides ticket-based creative and technical support to Runway's Free, Standard, Pro, and Unlimited users, combining AI-driven automation with expert problem-solving to deliver fast, accurate resolutions. You’ll analyze support trends, create self-service content, engage with communities, and triage escalations to Enterprise Enablement, enabling a scalable, high-quality customer experience.

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FursaFursa
Runway ML
Runway ML
1 year ago

Consumer Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Creative Support Specialist provides ticket-based creative and technical support to Runway's Free, Standard, Pro, and Unlimited users, combining AI-driven automation with expert problem-solving to deliver fast, accurate resolutions. You’ll analyze support trends, create self-service content, engage with communities, and triage escalations to Enterprise Enablement, enabling a scalable, high-quality customer experience.
Location: United States, London
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Provide ticket-based creative and technical support for Free, Standard, Pro, and Unlimited plan customers
  • •Resolve customer inquiries with speed and accuracy
  • •Handle escalations from AI layer with expert problem-solving
  • •Analyze trends in our AI support escalations to optimize deflection and improve automated responses
  • •Create and maintain self-service content (help docs, videos, FAQs)

Pay and Benefits

Salary: USD 75,000 - 90,000 annually

Key Requirements

  • •1-3 years in customer support, operations, or related role
  • •Strong written communication skills (clear, empathetic, efficient)
  • •Quick learner with ability to master complex creative software
  • •Data-driven mindset for identifying patterns and opportunities
  • •Comfortable with high-volume ticket environments
Experience:1-3 yearsAIAutomationCreative softwareCustomer support
Skills:CommunicationEmpathyProblem-solvingData-drivenAdaptability
Languages:English
Tech Stack:AIAutomationCustomer support software

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