Creative Support Specialist at Runway in Remote

Summary: RunwayML is building AI to merge art and science, aiming to create world models that enhance artificial intelligence. The Creative Support Specialist will provide high-quality support for customers, leveraging AI automation and problem-solving to enhance user experiences. Responsibilities: - 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 Required Qualifications: - 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 Required Skills: Customer Support, Technical Support, Creative Software, AI Automation, Data Analysis, Process Optimization, API Management, Community Engagement, Autonomy, Quick Learning