Creative Support Specialist (contract)

Remote

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We are a global AI research and technology company focused on building Universal Simulation systems. The research we are doing and the tools we are building are maturing rapidly and are quickly becoming the foundation for how we will all soon approach making anything. From images to videos, scripted media to documentaries, graphic design to architecture, interactive games to social media, new forms of learning and the future of entertainment itself. Everyone will be empowered to make anything. There will no longer be any barriers to entry.

Our team consists of creative, open minded, caring and ambitious people who are determined to change the world. We aspire to continuously build impossible things and our ability to do so relies on building an incredible team. If you are driven to do the same, we'd love to hear from you.

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.

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

For your application:

During our interview process, you'll have several chances to get acquainted with the Runway product and use all the features our team has built - and that starts now! As part of your application, instead of a cover letter, we ask that you try out the Runway product, specifically build a custom workflow.

Build a Custom Runway Workflow:

1. Sign up for a free Runway account (no payment required)

2. Review these resources:

1. Tutorial

2. Guide

4. Build a workflow based on your own creative idea or theme.

1. Your workflow should include at least 3 steps

2. Think about a real creative problem someone might solve with Runway

6. Submit in the application:

1. Screenshot of your completed workflow

2. Brief description (3-4 sentences): What's your creative concept? What does your workflow accomplish? Who would use this?

Note: Free accounts can build workflows but can't run them - that's fine! We want to see your ability to learn the product and think creatively about how customers might use it.

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.

Salary range: $65,000-$80,000

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.

More about Runway

• Research

• Our AI Film Festival

• Runway Studios

• Our Behaviors and Company Mission

• Towards a new media ecosystem with world simulators; $300m Series D funding

We're excited to be recognized as a best place to work Crain's | InHerSight | BuiltIn NYC | INC

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