Creative Support Specialist, Enterprise

About the role

We're building a tool that makes content creation accessible for everyone, from individual creators to Fortune 500 enterprises. We're looking for an experienced support professional with 3-5+ years in customer-facing technical roles who can hit the ground running.

Responsibilities

• Manage customer inquiries across email, chat, Slack, focusing on complex cases requiring human judgment
• Provide technical and creative support to enterprise customers via written communication and calls
• Investigate technical issues and create detailed bug reports that save engineering time
• QA test AI support automation for quality and accuracy
• Partner with Customer Success on enterprise implementation and adoption, and collaborate cross-functionally with Product and Engineering teams
• Stay current on product updates by actively using Runway
• Contribute to knowledge base, documentation, and process improvements
• Identify systemic issues from ticket patterns and calls, and proactively suggest improvements and operate autonomously - you know when to escalate vs. own a problem through resolution

Requirements

• Experience with a mix of video editing, content creation, creative workflows, or generative AI tools
• 3-5+ years in customer-facing technical roles (support, solutions engineering, CSM, technical account management)
• Proven track record handling enterprise customers and complex escalations
• History of working autonomously with minimal supervision
• Examples of process improvements or systems you've built

Qualifications

• Ability to learn the product and think creatively about how customers might use it

Skills

• Customer service skills
• Technical expertise in video editing, content creation, or generative AI
• Strong problem-solving and analytical skills
• Excellent communication and collaboration abilities

Benefits

• Competitive salary and benefits package
• Flexible work arrangements
• Opportunities for career growth and development
• Work-life balance

Pay

Salary ranges are based on competitive market rates for our size, stage and industry, and salary is just one part of the overall compensation package we provide.

Schedule

Remote across the west coast — we also have offices in San Francisco and Seattle