Software Support Representative Jobs

About the role

We’re building a tool that makes content creation easy and accessible for all types of creatives. And our users love it - Runway has an actively engaged and growing community of artists and creators all over the world.

We are looking to bring on a Customer Support Specialist to be the voice of Runway and help answer the questions and serve the requests raised by designers, visual effects professionals, students, and the diverse array of Runway’s user base. Someone who is technically inclined, eager to learn (more) about design tools, and comfortable working with a remote team would thrive in this position.

What you’ll do

• Work closely with our product team to translate customer feedback into actionable product updates and improvements.
• Handle inquiries and feedback provided by members of our Runway community through our public Discord server
• Provide technical support for new and experienced Runway users via email and chat
• Investigate and escalate any problems around the product or payment transactions to the appropriate team member
• Write clear and concise bug reports
• Continually focus on improving our support processes as we scale our operations
• Effectively follow up and close Zendesk tickets with proper notes

What you’ll need

• Strong written communication skills
• Strong empathy and positive approach to working with teammates and empowering users
• Enjoy working autonomously and having high ownership
• We use Zendesk at Runway, so prior experience is a nice to have but not required
• Experience with providing high-touch customer support over email, phone, and/or chat

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: $50,000-$75,000