Runway

Creative Support Specialist

Runway

full-time

Posted on:

Location Type: Remote

Location: California • New York • United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Junior

About the role

  • 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

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
  • 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
Benefits
  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
APIdata analysisticket-based supportself-service content creationautomationproblem-solvingtechnical issue triagecreative software
Soft Skills
written communicationempathyquick learnerdata-driven mindsetcreative problem-solvingautonomous workadaptabilityefficiency