Consumer Support Specialist

About the role

We are building AI tools for creators and need a Consumer Support Specialist to handle a high volume of user tickets across multiple plans. The role is remote, open to candidates in London and North America, and involves direct interaction with our community on Discord and other forums.

Key responsibilities

• Process inbound support tickets for Free, Standard, Pro and Unlimited plans with speed and accuracy.
• Handle escalations from AI support, deciding when human intervention is needed.
• Identify ticket patterns and provide actionable recommendations to the product team.
• Create and improve self‑service content such as help docs, short videos, and FAQs.
• Engage with the Runway community on Discord and other platforms.
• Contribute to process improvements and automation, building tools when possible.
• Triage complex technical issues for Enterprise support and live‑troubleshoot within the platform.

Required profile

• 1‑3 years of experience in customer support, operations, or a technical role.
• Strong written communication, clear and thoughtful at volume.
• Experimental, learn‑by‑failing mindset with natural curiosity about product usage.
• High ownership and autonomy in a fast‑moving environment.
• Data‑driven mindset, able to spot patterns and communicate them.
• Interest in AI, creative tools, or both.

Required skills

• Proficiency with Notion, Slack, Zendesk (or similar), Google Workspace.
• Familiarity with AI platforms.