Runway is looking to bring on a Customer Support Specialist to be the voice of Runway and help answer the questions and serve the requests raised by designers, visual effects professionals, students, and the diverse array of Runway's user base. Someone who is technically inclined, eager to learn (more) about design tools, and comfortable working with a remote team would thrive in this position.

What you'll do

• Provide technical support for new and experienced Runway users via email and chat
• Handle inquiries and feedback provided by members of the Runway community through their public Discord server
• Investigate and escalate any problems around the product or payment transactions to the appropriate team member
• Effectively follow up and close Zendesk tickets with proper notes
• Work closely with the product team to translate customer feedback into actionable product updates and improvements.
• Write clear and concise bug reports
• Continually focus on improving support processes as the company scales their operations

What you'll need

• Strong written communication skills
• Experience with providing high-touch customer support over email, phone, and/or chat
• Strong empathy and positive approach to working with teammates and empowering users
• Enjoy working autonomously and having high ownership
• They use Zendesk at Runway, so prior experience is a nice to have but not required

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