Creative Support Specialist (contract)

We are building AI to simulate the world through merging art and science. We believe that world models are at the frontier of progress in artificial intelligence. Language models alone won’t solve the world’s hardest problems – robotics, disease, scientific discovery. Real progress requires models that experience the world and learn from their mistakes, the same way that humans do. And this kind of trial and error can be massively accelerated when done in simulation, rather than in the real world. World models offer the most clear path to general-purpose simulation, changing how stories are told, how scientific progress is made and how the next frontiers of humanity are reached. Our team consists of creative, open minded, caring and ambitious people who are determined to change the world. We aspire to continuously build impossible things and our ability to do so relies on building an incredible team. If you are driven to do the same, we'd love to hear from you. About the role *Open to hiring remote across North America and London — we also have offices in NYC, San Francisco, Seattle, and London. 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. The Creative Support Specialist delivers efficient, high-quality support at scale for Runway's prosumer and consumer segments, leveraging AI automation and expert problem-solving to create exceptional experiences. What you’ll do 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 What you’ll need 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 For your application: During our interview process, you'll have several chances to get acquainted with the Runway product and use all the features our team has built - and that starts now! As part of your application, instead of a cover letter, we ask that you try out the Runway product, specifically build a custom workflow. Build a Custom Runway Workflow: Sign up for a free Runway account (no payment required) Review these resources: Tutorial Guide Build a workflow based on your own creative idea or theme. Your workflow should include at least 3 steps Think about a real creative problem someone might solve with Runway Submit in the application: Screenshot of your completed workflow Brief description (3-4 sentences): What's your creative concept? What does your workflow accomplish? Who would use this? Note: Free accounts can build workflows but can't run them - that's fine! We want to see your ability to learn the product and think creatively about how customers might use it. Working at Runway Great things come from great teams. We’d love to hear from you. We’re committed to creating a space where our employees can bring their full selves to work and have equal opportunity to succeed. So regardless of race, gender identity or expression, sexual orientation, religion, origin, ability, age, veteran status, if joining this mission speaks to you, we encourage you to apply. More about Runway Universal World Simulator GWM-1 Gen-4.5 General World Models Robotics SDK Conversational Real-time Agents Runway Studios We're excited to be recognized as a best place to work Crain's | InHerSight | BuiltIn NYC | INC