Consumer Support Specialist London
Runway is an AI company building generative media, developer, and robotics products on top of its real-world intelligence and general world models.
Funding history
About Runway
Runway provides a cloud creative suite for generating and editing video, images, and audio; an API platform for developers; and a robotics toolkit for policy inference, simulation, and synthetic data generation powered by its GWM-1 general world model.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will resolve high volumes of inbound support tickets, handle escalations from the AI support layer, and troubleshoot within the platform. You will identify recurring issues, share recommendations with product, create self-service content, engage the community, and improve support processes and automation.
Requirements
- Experience with Notion, Slack, Zendesk or similar tools, Google Workspace, and AI platforms
- Strong written communication
- A data-driven approach to identifying and communicating patterns
- 1-3 years of customer support, operations, or technical experience
- Knowledge of or interest in creative tools or AI
Responsibilities
- Resolve high volumes of inbound support tickets accurately
- Handle escalations from the AI support layer
- Identify ticket patterns and provide recommendations to product
- Create and maintain self-service support content
- Engage with the community on Discord and forums
- Improve support processes and automation
- Triage complex technical issues for Enterprise support
- Troubleshoot within the platform