Runway is a research company pioneering new tools for human imagination. Runway has been at the forefront of multi-modal AI systems ensuring that the future of content creation is accessible, controllable and empowering for creatives. Runway’s mission is to ensure that anyone anywhere can tell their stories. We believe that deep learning techniques applied to audiovisual content will forever change art, creativity, and design tools.

Runway is leading a shift to generative media that is unlocking an unprecedented level of creative potential. The invention of the camera 200 years ago forever changed our world –  AI is a new kind of camera that will reshape storytelling forever and lead to full feature films that are entirely generated.

About the role

We’re building a tool that makes content creation easy and accessible for all types of creatives. Our users love it. Runway has an actively engaged and growing community of passionate artists and creators worldwide. And we’re growing our support team to ensure we can continue to provide delightful experiences for our users every day.

What does the Support Role look like at Runway? Glad you asked!

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. There’s never a dull day in the Runway queue.

But there’s also so much more! 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.

No support experience? No worries. Not sure if support is your lifelong passion? No worries. Not sure what you want to do in your career? No worries. Have a ton of passion and a hunger to learn? Great.

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. Then choose your own adventure.

What are we looking for?

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.

What you’ll do

  • 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

What you’ll need

  • 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

Nice to have

  • Experience with providing high-touch customer support over email, phone, and/or chat; extra points for doing it in a SaaS B2B setting
  • You get excited about troubleshooting feature-rich platforms with a deep understanding of 3rd party integrations, analyzing event logs and connection errors, using browser developer tools, etc.
  • Demonstrable experience documenting bug reports and feature requests while partnering with Engineering to ensure resolution
  • Experience with common internal tools like Zendesk, Sentry, Datadog, Notion, etc.
  • Experience working with creative tools (Adobe, Final Cut Pro) or creative AI tools (Runway, Dall-E, Midjourney, etc.)

 

A note on location: We are open to remote candidates based in the U.S. or Canada. If you're interested in in-person or hybrid work, we have offices in New York City & San Francisco.

 

Runway strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for our team. Our 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.

There are many factors that go into salary determinations, including relevant experience, skill level and qualifications assessed during the interview process, and maintaining internal equity with peers on the team. The range shared below is a general expectation for the function as posted, but we are also open to considering candidates who may be more or less experienced than outlined in the job description. In this case, we will communicate any updates in the expected salary range.

Lastly, the provided range is the expected salary for candidates in the U.S. Outside of those regions, there may be a change in the range, which again, will be communicated to candidates.

Salary range: $65,000-$85,000

 

Working at Runway

Great things come from great teams. We’d love to hear from you.

We’re committed to creating a space where our employees can bring their full selves to work and have equal opportunity to succeed. So regardless of race, gender identity or expression, sexual orientation, religion, origin, ability, age, veteran status, if joining this mission speaks to you, we encourage you to apply.

More about Runway

We're excited to be recognized as a best place to work Crain's | InHerSight | BuiltIn NYC | INC

 

Apply for this Job

* Required

resume chosen  
(File types: pdf, doc, docx, txt, rtf)
cover_letter chosen  
(File types: pdf, doc, docx, txt, rtf)


Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Runway ’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.


Please reach out to our support team via our help center.
Please complete the reCAPTCHA above.