Technical Customer Support, Runway

• We're looking for fast learning individuals with a hunger for knowledge and a passion for tech, creativity, and AI
• You’re a self starter, someone who tinkers with tools and systems, who learns by doing, and gets excited to work on complex problems
• You’re also thoughtful and empathetic with excellent communication skills and a high standard for excellence
• Oh, and like the rest of the Runway team, you move incredibly fast
• We love to consider applicants from non-traditional backgrounds. No support experience needed. New or recent grads encouraged to apply
• Strong motivation to grow and high rate of learning with a high bar for excellence
• Excellent written/verbal communication and documentation
• Ability to thrive in an autonomous, fast-paced environment with minimal supervision to get things done
• Enjoy working autonomously and empathetically with teammates while empowering and supporting our users

Desirable

• The foundation of this role is spending time in the queue answering tickets that can range from billing issues to technical bugs to content moderation questions
• We believe in empowering people to do work that not only pushes forward the goals of Runway, but also excites them on a personal level and helps them grow as a person
• Depending on what you’re interested in, there are so many different projects to pursue like creating Zendesk automations or beefing up our Help Center to name a few
• At Runway, we approach the support role as an opportunity to contribute to a foundational team while also having an opportunity to learn everything you can about the product, the users, and how we operate
• Directly respond to requests for new and experienced Runway users via email and chat
• Investigate and escalate problem reports for product or billing transactions to appropriate teams
• Collaborate with Engineering to resolve customer issues or reported bugs with a sense of urgency
• Engage with our Product team to translate customer feedback into actionable product updates and improvements
• Author and maintain internal and customer-facing knowledge base documentation
• Monitor requests and feedback from members of our Runway community through our public Discord server
• Continually focus on improving our Customer Support processes as we scale our operations

• During our interview process, you'll have several chances to get acquainted with the Runway product and use all the features our team has built - and that starts now!
• As part of your application, instead of a cover letter, we ask that you try out the Runway product. Specifically, create a free Runway account and generate one video using our Text/Image to Video feature
• The clip should be five seconds long and can be about anything you want! Please share a public link in your application for our team to review

• 100% medical, dental, and vision coverage: We cover 100% of medical, dental and vision for our US employees AND their dependents. Based on the plans selected, we have complimentary mental health benefits and a free One Medical membership
• Unlimited days of PTO: We have unlimited PTO with a minimum of 15 days a year. We also have a paid sabbatical program after employees have been with Runway for 3 years and again after 5 years. And of course, we can't forget about Summer Fridays
• 401k Matching, 3% matching: Plan for the future! We provide a 3% 401K match for our US based employees
• Remote $250 stipend: All of our employees outside of commuting distance to the office, can expense up to $250 per month on co-working spaces, lunch or groceries, and internet connection
• Donations supporting our community: Beyond our employees, we have a commitment to our communities. Every quarter, Runway employees choose an organization for the company to support through a donation
• Custom setup, tech setup stipend: In addition to the choice of laptop, all employees get a stipend to customize their tech set up as they want
• Parental leave for all parents: We offer 16 weeks of fully paid parental leave plus a gradual return to work plan. This coverage is for all parents, regardless of how a child is brought into the family
• L&D $600 stipend: We’re investing in our employees’ long term growth by giving every employee $600 per year to spend on their personal or professional development. That means conferences, courses, and books, oh my!
• Wellness $600 stipend: We set ambitious goals and work hard to achieve them, so we believe it’s important to invest in employees’ mental and physical health. The $600 annual wellness stipend can be used for anything from therapy sessions to gym memberships

Total funding: $546.5m

Runway is revolutionizing content creation and video editing with machine learning, harnessing the expansive capabilities of web-based tools. At the forefront of this transformation, the startup offers a suite of AI-powered editing tools tailored for designers, artists, and creators, setting itself apart in an industry dominated by enterprise-focused software solutions.