Runway is hiring a consumer support specialist in London to answer creator questions about its video tools over email and chat, and to feed recurring problems back to product and engineering.
$75,000 – $90,000 / yr
Location
Remote (London)
Remote
Seniority
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Compared with 7 other User roles: Common across similar roles Unique to this role
What you’ll do
Responsibilities
- 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 Common
- 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 Unique
- Contribute directly to process improvements and automation, including building things yourself when the opportunity is there Common
- Triage complex technical issues for escalation to Enterprise support Common
- Live troubleshoot within the Runway platform as needed Unique
What you’ll need
Experience
- 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 Common
- A learn‑by‑failing mentality, when you hit something unfamiliar, you have an experimental mindset Unique
- Natural curiosity about how products work, why users get confused, and what could be done better Unique
- Comfort managing your own work in a fast‑moving environment- high ownership and high autonomy Common
- Data driven mindset: you notice patterns and know how to communicate them Unique
- 1-3 years in customer support, operations, or technical role
- Expertise and/or interest in the creative space, AI or both Unique
- Genuine interest in AI, creative tools or both
- 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. Unique
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