Creative Support Specialist, Enterprise

About the role

*Open to hiring remote across the west coast - we also have offices in San Francisco and Seattle We're building a tool that makes content creation accessible for everyone, from individual creators to Fortune 500 enterprises. We're looking for an experienced support professional with 3-5+ years in customer-facing technical roles who can hit the ground running. This role requires someone who operates independently, makes sound judgments without constant oversight, and naturally adjusts their communication style based on who they're helping. Our support team operates strategically - you'll handle complex technical issues, consult on creative workflows, and directly impact customer retention and expansion.

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

Requirements

• 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
• For your application:
• Build a Custom Runway Workflow:
• Sign up for a free Runway account (no payment required)
• Review these resources:
• Tutorial
• Guide
• Build a workflow based on your own creative idea or theme.
• Your workflow should include at least 3 steps
• Think about a real creative problem someone might solve with Runway
• Submit in the application:
• Screenshot of your completed workflow
• Brief description (3-4 sentences): What's your creative concept? What does your workflow accomplish? Who would use this?
• Note: Free accounts can build workflows but can't run them - that's fine! We want to see your ability to learn the product and think creatively about how customers might use it.
• 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.
• 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.

Benefits

Additional Information

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.

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