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Member of Support Staff



Customer Service
Posted on Thursday, December 8, 2022

Runway is a research company pioneering new tools for human imagination. Runway has been at the forefront of multi-modal AI systems ensuring that the future of content creation is accessible, controllable and empowering for creatives. Runway’s mission is to ensure that anyone anywhere can tell their stories. We believe that deep learning techniques applied to audiovisual content will forever change art, creativity, and design tools.

Runway is leading a shift to generative media that is unlocking an unprecedented level of creative potential. The invention of the camera 200 years ago forever changed our world – AI is a new kind of camera that will reshape storytelling forever and lead to full feature films that are entirely generated.

About the role

We’re building a tool that makes content creation easy and accessible for all types of creatives. And our users love it - Runway has an actively engaged and growing community of artists and creators all over the world.

We are looking to bring on a Customer Support Specialist to be the voice of Runway and help answer the questions and serve the requests raised by designers, visual effects professionals, students, and the diverse array of Runway’s user base. Someone who is technically inclined, eager to learn (more) about design tools, and comfortable working with a remote team would thrive in this position.

What you’ll do

  • Provide technical support for new and experienced Runway users via email and chat
  • Handle inquiries and feedback provided by members of our Runway community through our public Discord server
  • Investigate and escalate any problems around the product or payment transactions to the appropriate team member
  • Effectively follow up and close Zendesk tickets with proper notes
  • Work closely with our product team to translate customer feedback into actionable product updates and improvements.
  • Write clear and concise bug reports
  • Continually focus on improving our support processes as we scale our operations

What you’ll need

  • Strong written communication skills
  • Experience with providing high-touch customer support over email, phone, and/or chat
  • Strong empathy and positive approach to working with teammates and empowering users
  • Enjoy working autonomously and having high ownership
  • We use Zendesk at Runway, so prior experience is a nice to have but not required

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.

Salary range: $65,000-$85,000

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