Runway · 8 hours ago

Member of Support Staff

United States

Full-time

Remote

Entry, Mid, Senior Level, Lead/Staff

$65K/yr - $90K/yr

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Responsibilities

Directly respond to requests for new and experienced Runway users via email and chat

Investigate and escalate problem reports for product or billing transactions to appropriate teams

Collaborate with Engineering to resolve customer issues or reported bugs with a sense of urgency

Engage with our Product team to translate customer feedback into actionable product updates and improvements

Author and maintain internal and customer-facing knowledge base documentation

Monitor requests and feedback from members of our Runway community through our public Discord server

Continually focus on improving our Customer Support processes as we scale our operations

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical troubleshootingEvent log analysisCustomer SupportZendeskCreative toolsAI toolsDocumentation skillsSaaS B2B experienceFast learning

Required

Strong motivation to grow and high rate of learning with a high bar for excellence

Excellent written/verbal communication and documentation

Ability to thrive in an autonomous, fast-paced environment with minimal supervision to get things done

Enjoy working autonomously and empathetically with teammates while empowering and supporting our users

Preferred

Experience with providing high-touch customer support over email, phone, and/or chat; extra points for doing it in a SaaS B2B setting

You get excited about troubleshooting feature-rich platforms with a deep understanding of 3rd party integrations, analyzing event logs and connection errors, using browser developer tools, etc.

Demonstrable experience documenting bug reports and feature requests while partnering with Engineering to ensure resolution

Experience with common internal tools like Zendesk, Sentry, Datadog, Notion, etc.

Experience working with creative tools (Adobe, Final Cut Pro) or creative AI tools (Runway, Dall-E, Midjourney, etc.)