Creative Support Specialist, Enterprise

*Open to hiring remote across the west coast — we also have offices in San Francisco and Seattle

We're building a tool that makes content creation accessible for everyone, from individual creators to Fortune 500 enterprises. We're looking for an experienced support professional with 3-5+ years in customer-facing technical roles who can hit the ground running.

This role requires someone who operates independently, makes sound judgments without constant oversight, and naturally adjusts their communication style based on who they're helping. Our support team operates strategically - you'll handle complex technical issues, consult on creative workflows, and directly impact customer retention and expansion.

Manage customer inquiries across email, chat, Slack, focusing on complex cases requiring human judgment

Provide technical and creative support to enterprise customers via written communication and calls

Investigate technical issues and create detailed bug reports that save engineering time

QA test AI support automation for quality and accuracy

Partner with Customer Success on enterprise implementation and adoption, and collaborate cross-functionally with Product and Engineering teams

Stay current on product updates by actively using Runway

Contribute to knowledge base, documentation, and process improvements

Identify systemic issues from ticket patterns and calls, and proactively suggest improvements and operate autonomously - you know when to escalate vs. own a problem through resolution

Experience with a mix of video editing, content creation, creative workflows, or generative AI tools

3-5+ years in customer-facing technical roles (support, solutions engineering, CSM, technical account management)

Proven track record handling enterprise customers and complex escalations

History of working autonomously with minimal supervision

Examples of process improvements or systems you've built

Sign up for a free Runway account (no payment required)

Review these resources: Tutorial Guide

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

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?

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.

Runway strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for our team. Our salary ranges are based on competitive market rates for our size, stage and industry, and salary is just one part of the overall compensation package we provide.

There are many factors that go into salary determinations, including relevant experience, skill level and qualifications assessed during the interview process, and maintaining internal equity with peers on the team. The range shared below is a general expectation for the function as posted, but we are also open to considering candidates who may be more or less experienced than outlined in the job description. In this case, we will communicate any updates in the expected salary range.

Lastly, the provided range is the expected salary for candidates in the U.S. Outside of those regions, there may be a change in the range, which again, will be communicated to candidates.

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.

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