[Remote] Creative Support Specialist

Note: The job is a remote job and is open to candidates in USA. RunwayML is building AI to merge art and science, aiming to create world models that enhance artificial intelligence. The Creative Support Specialist will provide high-quality support for customers, leveraging AI automation and problem-solving to enhance user experiences.

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

Skills

• 1-3 years in customer support, operations, or related role
• Strong written communication skills (clear, empathetic, efficient)
• Quick learner with ability to master complex creative software
• Data-driven mindset for identifying patterns and opportunities
• Comfortable with high-volume ticket environments
• Interest in AI/automation and process optimization
• Creative problem-solving abilities
• Expertise and/or interest in the creative space, AI or both
• Ability to thrive in an autonomous, fast-paced environment with minimal supervision to get things done

Company Overview