Job Description
Deliver efficient, high-quality support at scale for Runway's prosumer and consumer segments, leveraging AI automation and expert problem-solving to create exceptional experiences. 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.
About Runway
Runway is a global AI research and technology company focused on building Universal Simulation systems to empower everyone to make anything.