Support Representative, Runway
£52-70k
More information about location
AI-powered creativity tools
Be an early applicant
AI-powered creativity tools
201-500 employees
Be an early applicant
£52-70k
More information about location
201-500 employees
Company mission
To ensure that anyone anywhere can tell their stories.
Role
Who you are
- We're looking for a Support Representative who's accurate, fast, and comfortable following a process closely under volume. No creative or AI background required. We'll train you on the product
- Clear, accurate written communication, especially on process-driven, checklist-style work
- Comfortable with repetitive, high-volume work without losing accuracy
- Prior experience with tools like Zendesk, Notion, or Slack is a plus, not a requirement
- 0-2 years in any customer-facing or process-driven role (preferably in SaaS, but not required)
- Enough curiosity to spend a little time in the product or help docs before talking to us. No creative background needed, just evidence you looked
Desirable
- The best people in this role follow the playbook precisely and know exactly when a ticket doesn't fit it. They don't force a wrong answer to hit volume, and they don't escalate everything out of caution either
- They've put in enough time with Runway to have a real sense of what it does and who uses it, so a ticket that's slightly off-script doesn't stump them, even without a creative background. When they see the same question surface three times, they ask whether it should become a macro instead of just answering it a third time
What the job involves
- We're building a creative platform used by artists, filmmakers, and teams at some of the world's most recognized brands. Our support org handles everything from a five-minute billing question to a technical escalation, and we're building out a dedicated tier for the first kind so our more experienced specialists can focus on the second
- Resolve high-volume, tickets across account access, billing, and plan questions for Free, Standard, and Pro and Max users
- Use existing macros, playbooks, and AI support layer suggestions to close tickets accurately and quickly
- Recognize when a ticket needs product judgment or creative-tool troubleshooting, and route it to Tier 2 Support or Enterprise
- Flag recurring questions that don't have a macro yet
Salary benchmarks
Our take
Runway is revolutionising 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.
The company has rapidly gained recognition among some of the world's largest brands, including R/GA, New Balance, Google, and IBM, by appealing directly to creative professionals. This approach has not only solidified Runway's position in the market but also facilitated its integration into the design curricula of esteemed institutions such as NYU, RISD< and MIT.
In a testament to its growing influence and success, Runway achieved unicorn status in 2023 following a landmark $100M funding round, which valued the company at $1.5B. This milestone not only reflects investor confidence but also positions Runway to expand its innovative tools and further democratise access to advanced video editing capabilities globally.
Steph
Company Specialist at Welcome to the Jungle
Insights
112% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Feb 2026
$315m
SERIES E
Apr 2025
$308m
SERIES D
Total funding: $861.5m
Company benefits
- 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
Company HQ
Civic Center, New York, NY
Leadership
Anastasis Germanidis
(Co-Founder & CTO)Trained as a Backend Engineer, they have held roles at Zocdoc, Chartbeat, and Quantcast as well as working as a Machine Learning Researcher in Computer Vision for IBM.
Alejandro Matamala-Ortiz
(Co-Founder & CDO)Previously co-founded Deenty, an online booking platform for dentist appointments.
Cristóbal Valenzuela
(Co-Founder & CEO)Worked as a Researcher at New York University from 2018 to 2019. Also spent time as a Professor at the UAI School of Design.
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