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Runway · 2 months ago

Creative Support Specialist (contract)

United States

Contract

Remote

Entry Level

$65K/yr - $80K/yr

1+ years exp

Runway is a global AI research and technology company focused on building Universal Simulation systems. The Creative Support Specialist will deliver efficient, high-quality support for Runway's prosumer and consumer segments, leveraging AI automation and expert problem-solving to create exceptional experiences for users.

AppsArtificial Intelligence (AI)Foundational AIGenerative AIMachine LearningSoftwareVideo Editing

Responsibilities

Provide ticket-based creative and technical support for Free, Standard, Pro, and Unlimited plan customers

Resolve customer inquiries with speed and accuracy

Handle escalations from AI layer with expert problem-solving

Analyze trends in our AI support escalations to optimize deflection and improve automated responses

Create and maintain self-service content (help docs, videos, FAQs)

Engage with Reddit community and user forums

Review and process API upgrade requests

Identify trends in support volume and proactively address root causes

Contribute to support process improvements and automation opportunities

Triage complex technical issues for escalation to Enterprise Enablement team

Qualification

Customer support experienceCreative software proficiencyData-driven mindsetAI/automation interestHigh-volume ticket handlingAutonomous work abilityCreative problem-solvingWritten communication