Creative Support Specialist, Enterprise

About the role

Runway is building AI tools that make content creation accessible for everyone, from individual creators to Fortune 500 enterprises. The Creative Support Specialist, Enterprise will provide strategic and creative support to enterprise customers, handling complex inquiries and ensuring successful product adoption.

Key responsibilities

• Manage customer inquiries across email, chat, and Slack, focusing on complex cases that require human judgment.
• Provide technical and creative support to enterprise customers via written communication and calls.
• Investigate technical issues, create detailed bug reports, and QA test AI support automation for quality and accuracy.
• Partner with Customer Success on enterprise implementation and adoption, collaborating cross‑functionally with Product and Engineering teams.
• Stay current on product updates by actively using Runway and contribute to knowledge base, documentation, and process improvements.

Required profile

• 3‑5+ years in customer‑facing technical roles such as support, solutions engineering, CSM, or technical account management.
• Proven track record handling enterprise customers and complex escalations.
• Experience working autonomously with minimal supervision and delivering process improvements.

Required skills

• Video editing and content creation workflows.
• Familiarity with generative AI tools.