Support Specialist, US Tier 2

Remote. Posted 3 months ago

The role

You will work through a high volume of inbound support tickets across various plans. You will handle escalations, identify patterns to surface to the product team, and engage with the community on Discord and other forums.

What you will do

Work through a high volume of inbound support tickets across Free, Standard, Pro and Unlimited plans
Handle escalations from the AI support layer
Identify patterns across tickets and offer recommendations to the product team
Help identify opportunities to maintain or build self-service content
Engage with the Runway community on Discord and other forums
Contribute to process improvements and automation
Triage complex technical issues for escalation to Enterprise support
Live troubleshoot within the Runway platform

Required qualifications

Comfortable in tools like Notion, Slack, Zendesk (or similar), Google Workspace and AI platforms
Strong written communication
Experimental mindset
Natural curiosity about how products work
Comfort managing your own work in a fast-moving environment
Data driven mindset
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

Nice to have

Move through 60, 80, even 100+ tickets in a day without letting quality slip

About the company

Runway is building AI to simulate the world through merging art and science. The team consists of creative, open minded, caring and ambitious people.