Support Specialist, US Tier 2
At a glance
Mid-level role at Runway. Remote, United States · full-time · $75,000–$90,000 base.
remoteroles summary, based on the employer's posting.
What you'll do
- Work through incoming requests for all plan levels, resolving user issues quickly without sacrificing accuracy
- Review cases escalated by the AI support layer and decide which need a person to step in
- Spot recurring ticket issues and bring product teams recommendations, not just reports
- Create or improve help articles, short videos and FAQs, and take part in Runway community forums
- Troubleshoot platform problems live, route complex technical cases to Enterprise support, and help improve processes or automation
What you bring
- You have one to three years in customer support, operations or a technical role
- You communicate clearly in writing and can keep that standard across a heavy ticket workload
- You can work with support and collaboration tools such as Notion, Slack and Zendesk, or comparable tools
- You bring genuine interest in AI or creative tools, and curiosity about how products work and where users get stuck
Who this fits
This role suits a creative-minded support specialist who can manage independent work, handle heavy ticket volume and use recurring issues to suggest improvements. It is a remote role open to candidates across North America and London.
From the employer
We are building AI to simulate the world through merging art and science.
We believe that world models are at the frontier of progress in artificial intelligence. Language models alone won’t solve the world’s hardest problems – robotics, disease, scientific discovery. Real progress requires models that experience the world and learn from their mistakes, the same way that humans do. And this kind of trial and error can be massively accelerated when done in simulation, rather than in the real world.
World models offer the most clear path to general-purpose simulation, changing how stories are told, how scientific progress is made and how the next frontiers of humanity are reached.
Our team consists of creative, open minded, caring and ambitious people who are determined to change the world. We aspire to continuously build impossible things and our ability to do so relies on building an incredible team. If you are driven to do the same, we'd love to hear from you.
*Titles posted to our careers page are updated regularly to best advertise the role and expected seniority, but internally we have a flat titling system with two types of titles: one for individual contributors and one for people managers.
About the role
*Open to hiring remote across North America and London — we also have offices in NYC, San Francisco, Seattle, and London.
We’re building a tool that makes content creation easy and accessible for all types of creatives. Our users love it. Runway has an actively engaged and growing community of passionate artists and creators worldwide. And we’re growing our support team to ensure we can continue to provide delightful experiences for our users every day.
We're looking for creatives at heart that can pick up new tools fast, hold up under high ticket volume without losing quality and identify solutions vs. just clearing the queue. If that's you, read on!
What you’ll do
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
What you’ll need
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
What sets you apart
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.
Runway strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for our team. Our salary ranges are based on competitive market rates for our size, stage and industry, and salary is just one part of the overall compensation package we provide.
There are many factors that go into salary determinations, including relevant experience, skill level and qualifications assessed during the interview process, and maintaining internal equity with peers on the team. The range shared below is a general expectation for the function as posted, but we are also open to considering candidates who may be more or less experienced than outlined in the job description. In this case, we will communicate any updates in the expected salary range.
Lastly, the provided range is the expected salary for candidates in the U.S. Outside of those regions, there may be a change in the range, which again, will be communicated to candidates.
Working at Runway
Great things come from great teams. We’d love to hear from you.
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.
More about Runway
We're excited to be recognized as a best place to work:
Crain's | InHerSight | BuiltIn NYC | INC
Other work from LinkedIn, X, Reddit and Upwork, in one list.
Each morning you get everything that fits, strongest first.
OtherRemote$70k+
Find me workBy the team behind remoteroles.