Support Specialist (US Tier 2)

Join Runway, a creative tool company, as a Support Specialist. You'll handle a high volume of inbound support tickets, identify patterns, engage with the community, and contribute to process improvements. Enjoy benefits like 100% medical coverage, unlimited PTO, 401k matching, and more.

• Support Specialist (US Tier 2) will be responsible for managing a high volume of inbound support tickets, handling escalations from AI support, and identifying patterns across tickets to proactively surface them to the product team.
• Engaging with the Runway community on Discord and other forums, contributing directly to process improvements and automation, and triaging complex technical issues for escalation to Enterprise support.
• Maintaining or building self-service content, such as help docs, short-form videos, FAQs, and collaborating with the product team to offer thoughtful recommendations based on user feedback.

• We're looking for creatives at heart that can pick up new tools fast, hold up under high ticket volume without losing quality and identify solutions vs. just clearing the queue. If that's you, read on!
• Data driven mindset: you notice patterns and know how to communicate them
• Genuine interest in AI, creative tools or both
• Comfort managing your own work in a fast-moving environment- high ownership and high autonomy
• A learn-by-failing mentality, when you hit something unfamiliar, you have an experimental mindset
• You're already comfortable in tools like Notion, Slack, Zendesk (or similar), Google Workspace and AI platforms
• 1-3 years in customer support, operations, or technical role
• Expertise and/or interest in the creative space, AI or both
• Natural curiosity about how products work, why users get confused, and what could be done better
• Strong written communication: clear, direct, and thoughtful at volume
• What sets you apart: The most successful people in this role don't just keep up- they set the pace. They move through 60, 80, even 100+ tickets in a day without letting quality slip. They're reading the queue, not just clearing it. They notice what keeps surfacing and do something about it, a message to product, a doc, sometimes something they built themselves. They show up with ideas no one asked for yet