Creative Support Specialist, Enterprise at Runway | Apply at Runway

About the role

About Runway

Runway is building AI to simulate the world by merging art and science. We believe that world models are the frontier of AI progress, essential for tackling complex problems in robotics, disease, and scientific discovery. Our mission is to create models that learn from experience, accelerated through simulation, revolutionizing storytelling, scientific advancement, and human exploration. We are a team of creative, open-minded, caring, and ambitious individuals dedicated to changing the world and building the impossible.

About The Role

Runway is seeking an experienced, remote-first Creative Support Specialist for its Enterprise team, open to candidates across the West Coast, with offices in San Francisco and Seattle. This role supports a tool making content creation accessible to everyone from individuals to Fortune 500 enterprises. The ideal candidate has 3-5+ years in customer-facing technical roles, operates independently, and can adapt communication styles to diverse audiences. The support team functions strategically, handling complex technical issues, advising on creative workflows, and directly influencing customer retention and expansion.

What You'll Do

Manage customer inquiries across email, chat, and Slack, with a focus on complex cases requiring expert judgment.
Provide technical and creative support to enterprise clients through written communication and calls.
Investigate technical issues and produce detailed bug reports to assist the engineering team.
Quality assurance test AI support automation for accuracy and effectiveness.
Collaborate with Customer Success on enterprise implementation and adoption, and work cross-functionally with Product and Engineering teams.
Stay updated on product developments by actively using Runway.
Contribute to knowledge base creation, documentation, and process enhancements.
Identify systemic issues from ticket patterns and calls, proactively suggesting improvements and operating autonomously.

What You'll Need

3-5+ years of experience in customer-facing technical roles such as support, solutions engineering, CSM, or technical account management.
Demonstrated success working with enterprise customers and managing complex escalations.
Proven ability to work autonomously with minimal supervision.
Experience in developing process improvements or building systems.
Familiarity with video editing, content creation, creative workflows, generative AI tools, and/or experience in high-growth SaaS companies.

For Your Application

Instead of a traditional cover letter, we invite you to engage with the Runway product. Sign up for a free account and explore the provided resources (Tutorial, Guide). Build a custom workflow with at least three steps, based on a creative idea or theme. Submit a screenshot of your workflow and a brief 3-4 sentence description detailing your creative concept, its accomplishments, and its intended users. We are interested in your ability to learn the product and think creatively about customer use cases, even if free accounts cannot run workflows.

Key Skills/Competency

Creative Support Specialist
Technical Support
Customer Success
Enterprise Support
Generative AI
Content Creation
Workflow Automation
SaaS Support
Customer Retention
Problem Solving

How to get hired

Tailor your application: Craft a custom workflow in Runway, demonstrating your understanding and creative application of the tool.
Showcase your skills: Highlight 3-5+ years of enterprise customer support, technical issue resolution, and workflow optimization experience.
Demonstrate autonomy: Provide examples of building systems or implementing process improvements with minimal supervision.
Prepare for product immersion: Be ready to discuss your experience with creative tools, generative AI, and SaaS environments during interviews.

Frequently asked questions

What is Runway looking for in a Creative Support Specialist?

Runway seeks an experienced support professional with 3-5+ years in customer-facing technical roles. Key attributes include the ability to operate independently, adapt communication styles, manage complex technical and creative issues for enterprise clients, and contribute to product improvements. Experience with creative workflows, generative AI, and high-growth SaaS is also valued.

How does Runway's application process differ for the Creative Support Specialist role?

Instead of a cover letter, Runway requires applicants to build a custom workflow using their product. This involves signing up for a free account, reviewing tutorials, creating a workflow with at least three steps, and submitting a screenshot with a brief description of the concept, its purpose, and target users. This demonstrates product learning and creative problem-solving.

Can I apply for the Creative Support Specialist position if I am not on the West Coast?

Yes, Runway is open to hiring for the Creative Support Specialist role remotely across the West Coast. While they have offices in San Francisco and Seattle, the position is not strictly tied to those locations for qualified remote candidates.

What kind of technical and creative support will I provide as a Creative Support Specialist at Runway?

As a Creative Support Specialist, you will manage complex customer inquiries, provide technical guidance, and consult on creative workflows for enterprise clients. This includes investigating technical issues, creating bug reports, and ensuring the quality of AI support automation, all while actively using the Runway product.

What are the expectations for working autonomously in this role?

Runway expects Creative Support Specialists to make sound judgments without constant oversight and to own problems through resolution. This includes identifying systemic issues from ticket patterns and proactively suggesting improvements, knowing when to escalate and when to manage a problem independently.

Creative Support Specialist, Enterprise

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