# Consumer Support Specialist - London [Runway](https://www.jorb.ai/firms/runway.md) · London · United Kingdom · [Administrative / Others](https://www.jorb.ai/jobs/administrative-others.md) Runway is hiring a Consumer Support Specialist - London in London. Posted 2025-04-11; applications close 2026-10-19. **Apply**: https://jobs.ashbyhq.com/runway-ml/2ca5c5d1-725d-4c44-907b-5d808ec248fe Posted 1y 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, the same way that humans do. This kind of trial and error can be massively accelerated when done in simulation rather than in the real world. World models offer the clearest 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 is made up of creative, open-minded, caring, and ambitious people determined to change the world. We aspire to continuously build impossible things, and our ability to do so depends on building an incredible team. If you’re driven by the same goal, we’d love to hear from you. **Location:** 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 of all kinds. 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 fast, 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—offering thoughtful recommendations based on what you’re seeing. - Help identify opportunities to maintain or build self-service content, including help docs, short-form videos, and FAQs. - Engage with the Runway community on Discord and other forums. - Contribute directly to process improvements and automation, including building solutions when the opportunity arises. - Triage complex technical issues for escalation to Enterprise support. - Live troubleshoot within the Runway platform as needed. ## What You’ll Need - Comfort working with tools like Notion, Slack, Zendesk (or similar), Google Workspace, and AI platforms. - Strong written communication: clear, direct, and thoughtful at high volume. - A learn-by-failing mindset—when you encounter something unfamiliar, approach it experimentally. - 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 creative tools, or both. ## 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—through messages to product, documentation, and sometimes by building improvements themselves. They bring ideas no one asked for yet. ## Compensation and Equity Runway strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity. 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. Many factors go into salary determinations, including relevant experience, skill level, and qualifications assessed during the interview process, as well as maintaining internal equity with peers on the team. The range shared below is a general expectation for the function as posted, and we are also open to considering candidates who may be more or less experienced than outlined in the job description. In such cases, we will communicate updates to the expected salary range. The provided range is the expected salary for candidates in the U.S. Outside of those regions, the range may change and will be communicated to candidates. ## Working at Runway 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 - London 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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