Creative Support Specialist – Enterprise
Runway
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $100,000 - $145,000 per year
About the role
- Manage customer inquiries across email, chat, Slack, focusing on complex cases requiring human judgment
- Provide technical and creative support to enterprise customers via written communication and calls
- Investigate technical issues and create detailed bug reports that save engineering time
- QA test AI support automation for quality and accuracy
- Partner with Customer Success on enterprise implementation and adoption, and collaborate cross-functionally with Product and Engineering teams
- Stay current on product updates by actively using Runway
- Contribute to knowledge base, documentation, and process improvements
- Identify systemic issues from ticket patterns and calls, and proactively suggest improvements and operate autonomously - you know when to escalate vs. own a problem through resolution
Requirements
- 3-5+ years in customer-facing technical roles (support, solutions engineering, CSM, technical account management)
- Proven track record handling enterprise customers and complex escalations
- History of working autonomously with minimal supervision
- Examples of process improvements or systems you've built
- Experience with a mix of video editing, content creation, creative workflows, generative AI tools, and/or work at high-growth SaaS companies
Benefits
- Free corporate learning opportunities
- Equal opportunity for success regardless of demographics
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supportbug reportingQA testingprocess improvementsvideo editingcontent creationcreative workflowsgenerative AI toolsSaaS
Soft Skills
customer serviceproblem-solvingautonomycommunicationcollaborationjudgmentproactive improvement