Customer Support Associate

About the role

We’re building a tool that makes content creation easy and accessible for all types of creatives. Our users love it. Runway has an actively engaged and growing community of passionate artists and creators worldwide. And we’re growing our support team to ensure we can continue to provide delightful experiences for our users every day.

What does the Support Role look like at Runway? Glad you asked!

The foundation of this role is spending time in the queue answering tickets that can range from billing issues to technical bugs to content moderation questions. There’s never a dull day in the Runway queue.

But there’s also so much more! We believe in empowering people to do work that not only pushes forward the goals of Runway, but also excites them on a personal level and helps them grow as a person. Depending on what you’re interested in, there are so many different projects to pursue like creating Zendesk automations or beefing up our Help Center to name a few.

No support experience? No worries. Not sure if support is your lifelong passion? No worries. Not sure what you want to do in your career? No worries. Have a ton of passion and a hunger to learn? Great.

At Runway, we approach the support role as an opportunity to contribute to a foundational team while also having an opportunity to learn everything you can about the product, the users, and how we operate. Then choose your own adventure.

What are we looking for?

We're looking for fast learning individuals with a hunger for knowledge and a passion for tech, creativity, and AI. You’re a self starter, someone who tinkers with tools and systems, who learns by doing, and gets excited to work on complex problems. You’re also thoughtful and empathetic with excellent communication skills and a high standard for excellence. Oh, and like the rest of the Runway team, you move incredibly fast. 

We love to consider applicants from non-traditional backgrounds. No support experience needed.

What you’ll do

• 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

What you’ll need

• 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

Nice to have

• 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.)

A note on location: We are open to remote candidates based in the U.S. or Canada. If you're interested in in-person or hybrid work, we have offices in New York City & San Francisco.

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