Creative Support Specialist Jobs

Creative Support Specialist

Runway

Location:
United States

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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.

Job Responsibility:

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

Requirements:

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

Additional Information:

Job Posted:
December 11, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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