# Consumer Support Specialist - US [Runway](https://www.jorb.ai/firms/runway.md) · New York · United States · [Administrative / Others](https://www.jorb.ai/jobs/administrative-others.md) Runway is hiring a Consumer Support Specialist - US in New York. Posted 2026-08-13; applications close 2026-10-19. **Apply**: https://jobs.ashbyhq.com/runway-ml/9f6d216d-2f54-4970-84d7-43ab0a2b4852 Posted 1mo ago. ## Role details ## About the Role We’re building AI to simulate the world by merging art and science. We believe world models are at the frontier of progress in artificial intelligence. Language models alone won’t solve the world’s hardest problems—robotics, disease, and scientific discovery. Real progress requires models that experience the world and learn from their mistakes, like humans do. This trial and error can be massively accelerated through simulation instead of the real world. World models offer a clear path to general-purpose simulation—changing how stories are told, how scientific progress is made, and how the next frontiers of humanity are reached. Our team consists of creative, open-minded, caring, and ambitious people determined to change the world. If you’re driven to build impossible things and to build an incredible team, we’d love to hear from you. **Open to hiring remote across North America and London.** We also have offices in NYC, San Francisco, Seattle, and London. We’re building a tool that makes content creation easy and accessible for creatives everywhere. Our users love it, and Runway has an actively engaged and growing community of passionate artists and creators worldwide. We’re growing our support team to ensure we can continue to provide delightful experiences for our users every day. We’re looking for creatives at heart who can pick up new tools quickly, handle high ticket volume without losing quality, and identify solutions—not just clear the queue. ## What You’ll Do - Work through a high volume of inbound support tickets across Free, Standard, Pro, and Unlimited plans with speed and accuracy. - Handle escalations from our AI support layer with sharp judgment on what needs a human and what doesn’t. - Identify patterns across tickets and proactively surface them to the product team with thoughtful recommendations based on what you’re seeing. - Help identify opportunities to maintain or build self-service content (help docs, short-form videos, FAQs, etc.). - Engage with the Runway community on Discord and other forums. - Contribute directly to process improvements and automation, including building things yourself when the opportunity is there. - Triage complex technical issues for escalation to Enterprise support. - Live troubleshoot within the Runway platform as needed. ## What You’ll Need - Comfort using tools like Notion, Slack, Zendesk (or similar), Google Workspace, and AI platforms. - Strong written communication—clear, direct, and thoughtful at volume. - A learn-by-failing mentality: when you hit something unfamiliar, you have an experimental mindset. - Natural curiosity about how products work, why users get confused, and what could be improved. - Ability to manage your own work in a fast-moving environment—high ownership and high autonomy. - Data-driven mindset: you notice patterns and know how to communicate them. - 1–3 years of experience in customer support, operations, or a technical role. - Expertise and/or interest in the creative space, AI, or both. - Genuine interest in AI and/or creative tools. ## What Sets You Apart The most successful people in this role don’t just keep up—they set the pace. They move through 60, 80, even 100+ tickets in a day without letting quality slip. They read the queue, not just clear it. They notice what keeps surfacing and take action—sending feedback to product, creating docs, and sometimes building solutions themselves. They arrive with ideas no one asked for yet. ## Compensation & Equity Runway strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for our team. Salary ranges are based on competitive market rates for our size, stage, and industry, and salary is only one part of the overall compensation package. Salary determinations consider relevant experience, skill level, and qualifications assessed during the interview process, as well as internal equity with peers. The range shared is a general expectation for the function as posted, though we may consider candidates who are more or less experienced than outlined. In those cases, we will communicate any updates to the expected salary range. Lastly, the provided range is the expected salary for candidates in the U.S. Outside of those regions, the range may change, and that will be communicated to candidates. ## Working at Runway **Great things come from great teams.** We’d love to hear from you. We’re committed to creating a space where employees can bring their full selves to work and have equal opportunity to succeed. Regardless of race, gender identity or expression, sexual orientation, religion, origin, ability, age, or veteran status—if joining this mission speaks to you, we encourage you to apply. ## More About Runway - Universal World Simulator - GWM-1 - Gen-4.5 - General World Models - Robotics SDK - Conversational Real-time Agents - Runway Studios We’re excited to be recognized as a best place to work: Crain’s | InHerSight | BuiltIn NYC | INC ## Applying to this role This Consumer Support Specialist - US role at Runway runs through the firm's own careers portal and expects a CV and cover letter written specifically for the posting, not a portable submission carried across firms. Jorb AI's application agent tailors a CV and cover letter from your background to this posting and tracks the role alongside the rest of your applications. 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