Support Specialist, US Tier 2

About The Role

Open to hiring remote across North America and London we also have offices in NYC, San Francisco, Seattle, and London.

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.

We're looking for creatives at heart that can pick up new tools fast, hold up under high ticket volume without losing quality and identify solutions vs. just clearing the queue. If that's you, read on!

What You'll Do

Work through a high volume of inbound support tickets across Free, Standard, Pro and Unlimited plans with speed and accuracy

Handle escalations from our AI support layer with sharp judgement on what needs a human and what doesn't

Identify patterns across tickets and proactively surface them to the product team- not just reporting, but also offering thoughtful recommendations based on what you're seeing

Help identify opportunities to maintain or build self-service content: help docs, short-form videos, FAQs, etc.

Engage with the Runway community on Discord and other forums

Contribute directly to process improvements and automation, including building things yourself when the opportunity is there

Triage complex technical issues for escalation to Enterprise support

Live troubleshoot within the Runway platform as needed

What You'll Need

You're already comfortable in tools like Notion, Slack, Zendesk (or similar), Google Workspace and AI platforms

Strong written communication: clear, direct, and thoughtful at volume

A learn-by-failing mentality, when you hit something unfamiliar, you have an experimental mindset

Natural curiosity about how products work, why users get confused, and what could be done better

Comfort managing your own work in a fast-moving environment- high ownership and high autonomy

Data driven mindset: you notice patterns and know how to communicate them

1-3 years in customer support, operations, or technical role

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

Genuine interest in AI, creative tools or both

What Sets You Apart

The most successful people in this role don't just keep up- they set the pace. They move through 60, 80, even 100+ tickets in a day without letting quality slip. They're reading the queue, not just clearing it. They notice what keeps surfacing and do something about it, a message to product, a doc, sometimes something they built themselves. They show up with ideas no one asked for yet.

Runway strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for our team. Our salary ranges are based on competitive market rates for our size, stage and industry, and salary is just one part of the overall compensation package we provide.

There are many factors that go into salary determinations, including relevant experience, skill level and qualifications assessed during the interview process, and maintaining internal equity with peers on the team. The range shared below is a general expectation for the function as posted, but we are also open to considering candidates who may be more or less experienced than outlined in the job description. In this case, we will communicate any updates in the expected salary range.

Lastly, the provided range is the expected salary for candidates in the U.S. Outside of those regions, there may be a change in the range, which again, will be communicated to candidates.

Working At Runway

Great things come from great teams. We'd love to hear from you.

We're committed to creating a space where our employees can bring their full selves to work and have equal opportunity to succeed. So regardless of race, gender identity or expression, sexual orientation, religion, origin, ability, age, veteran status, if joining this mission speaks to you, we encourage you to apply.