We’re building a tool that makes content creation easy and accessible for all types of creatives. Our users love it. Runway has an actively engaged and growing community of passionate artists and creators worldwide. And we’re growing our support team to ensure we can continue to provide delightful experiences for our users every day.

The Creative Support Specialist delivers efficient, high-quality support at scale for Runway's prosumer and consumer segments, leveraging AI automation and expert problem-solving to create exceptional experiences.

What you’ll do

- 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)

- Engage with Reddit community and user forums

- Review and process API upgrade requests

- Identify trends in support volume and proactively address root causes

- Contribute to support process improvements and automation opportunities

- Triage complex technical issues for escalation to Enterprise Enablement team

What you’ll need

- 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

- Interest in AI/automation and process optimization

- Creative problem-solving abilities

- Expertise and/or interest in the creative space, AI or both

- Ability to thrive in an autonomous, fast-paced environment with minimal supervision to get things done