Consumer Support Specialist

Position: Consumer Support Specialist

Date Posted: July 11, 2026

Industry: Artificial Intelligence | Creative Technology | SaaS | Customer Support

Employment Type: Full Time

Experience: 1–3 Years of Experience in Customer Support, Operations, or a Technical Role

Qualification: Bachelor’s Degree or Relevant Experience in Customer Support, Technology, Operations, or a Related Field

Salary: $75K – $90K

Location: REMOTE – United States

Company: Runway

Description:

Runway is seeking a Consumer Support Specialist to help deliver exceptional support experiences for its growing global community of creators and users. As an AI company focused on building innovative tools for content creation, Runway is looking for a customer-focused professional who can combine technical understanding, problem-solving skills, and strong communication abilities.

The Consumer Support Specialist will manage customer inquiries, troubleshoot platform-related issues, identify user trends, and collaborate with internal teams to improve the overall customer experience. This role requires someone who can handle high-volume support environments while maintaining quality, taking ownership of problems, and proactively suggesting improvements.

The ideal candidate is curious about AI, creative technology, and digital products, with the ability to learn quickly, work independently, and contribute ideas that improve support processes, documentation, and automation.

Key Responsibilities:

• Manage a high volume of inbound customer support tickets across Free, Standard, Pro, and Unlimited subscription plans with accuracy and efficiency.

• Handle escalated requests from AI-powered support systems and determine when human assistance is required.

• Identify recurring customer issues and provide insights and recommendations to product teams.

• Create and improve self-service resources, including help documentation, FAQs, guides, and short-form educational content.

• Engage with the Runway user community through Discord and other online forums.

• Contribute to support process improvements, automation initiatives, and operational enhancements.

• Troubleshoot complex technical issues and escalate advanced cases to Enterprise Support teams.

• Provide live assistance and troubleshooting within the Runway platform when needed.

Requirements:

• 1–3 years of experience in customer support, operations, technical support, or a related role.

• Strong written communication skills with the ability to provide clear, concise, and thoughtful responses.

• Experience using modern workplace tools such as Notion, Slack, Zendesk, Google Workspace, or similar platforms.

• Comfortable learning new technologies and troubleshooting unfamiliar problems.

• Strong curiosity about how products work and how user experiences can be improved.

• Ability to manage independent work in a fast-paced environment with high ownership and accountability.

• Data-driven mindset with the ability to identify patterns and communicate meaningful insights.

• Interest or experience in Artificial Intelligence, creative tools, or digital content creation.

• Strong knowledge of:

• Customer support operations and ticket management systems.

• AI-powered platforms and modern digital tools.

• User experience improvement, troubleshooting, and support documentation.

Preferred Qualifications:

• Experience supporting creative professionals, technology products, or SaaS platforms.

• Familiarity with AI tools, content creation workflows, or digital creative applications.

• Ability to handle high-volume support environments while maintaining excellent service quality.

• Experience contributing to automation, knowledge bases, or customer support process improvements.