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Support Specialist, US Tier 2

Runway· Customer Experience
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RemoteFull-timePosted 2mo ago

About the role

Support Specialist role focused on high-volume, high-quality customer support for Runway's creative AI platform, handling escalations, contributing to self-service content, and improving processes while working remotely across North America and London.

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
  • 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
  • Contribute directly to process improvements and automation, including building things yourself when the opportunity is there
  • Triage complex technical issues for escalation to Enterprise support
  • Live troubleshoot within the Runway platform as needed

Qualifications

  • 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
  • A learn-by-failing mentality, when you hit something unfamiliar, you have an experimental mindset
  • Natural curiosity about how products work, why users get confused, and what could be done better
  • Comfort managing your own work in a fast-moving environment- high ownership and high autonomy
  • Data driven mindset: you notice patterns and know how to communicate them
  • 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

Skills

Required:Ticket managementEscalation handlingCommunicationProblem solving
Nice to have:Self-service content development
Last updated Oct 25, 2026. Interested? Apply on the company site.
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