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Support Specialist, Creative Enterprise Tier 3

Runway· Customer Experience
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Remote$100k - $145kFull-timePosted 3mo ago

About the role

Remote full-time support role focused on enterprise customers for Runway’s Creative Enterprise product, delivering technical and creative assistance, collaborating with Product, Engineering, and Customer Success to drive adoption, and contributing to knowledge bases and process improvements.

Responsibilities

  • 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

Qualifications

  • Experience with a mix of video editing, content creation, creative workflows, or generative AI tools
  • 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

Skills

Required:Video editingEnterprise customer supportAutonomous work style
Last updated Oct 25, 2026. Interested? Apply on the company site.
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Make anything.

Generate images and video with AI. Text to video, image to video, plus more. Runway's AI image and video generation tools trusted by millions worldwide

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