7 days ago
Base Salary
$130k - $200k/yr
Responsibilities
- Own the AI support agent, ticketing system, authentication, routing, escalation logic, and related support tools.
- Ship production changes that reduce ticket volume, including billing, refund, credit, upgrade, and proration workflows.
- Build and maintain internal CX tooling, scripts, jobs, dashboards, and administrative surfaces.
- Run QA, AI evaluations, test suites, monitoring, and alerts for outages, bugs, and volume spikes.
- Own staged releases, regression testing, rollback criteria, and production incident writeups.
- Build and maintain CX reporting covering volume, deflection, CSAT, response and resolution times, escalation accuracy, and agent spend.
- Implement guardrails and audit trails for refunds, account changes, money, and personally identifiable information.
- Maintain structured knowledge-base content and ticketing-system handoffs for the support agent.
- Maintain the CX roadmap and coverage model in alignment with Head of CX priorities.
- Coordinate with the AI platform vendor and collaborate across Product, Engineering, Customer Education, community, GTM, and Analytics.
Requirements
- 5+ years of experience in Customer Experience, Support Engineering, or Support Operations, including meaningful hands-on coding experience.
- Ability to read and modify TypeScript code, trace logic through existing services, and submit production-quality pull requests.
- Experience with TypeScript, Node.js, and AWS.
- Hands-on experience building and tuning AI- or LLM-powered support workflows, including prompt and context engineering, routing, escalation design, and evaluations.
- SQL experience and the ability to own reporting independently.
- Code-level experience with billing or payments APIs, including invoices, prorations, and refunds.
- Experience with Git, pull-request review, staging, feature flags, QA, evaluation rubrics, and test-suite development.
- Ability to determine whether fixes belong in code, the support agent, or the knowledge base.
- Track record of coordinating across support, product, engineering, and other functions to turn operational signals into action.
- Interest in AI, creative tools, or both.
Benefits
- Remote work is available across North America and London, with offices in New York City, San Francisco, Seattle, and London.
- The role offers high ownership and autonomy in a fast-moving environment.
- The application process includes an opportunity to use the Runway product and build a custom workflow instead of submitting a cover letter.
- Runway emphasizes pay equity, equal opportunity, and an inclusive workplace.
Tech Stack
Categories
About Runway
Runway builds generative video and multimodal AI tools—text-to-video, image-to-video, advanced video editing, and real-time agents—delivered via web apps and APIs for creators, studios, and enterprises. Its business model centers on subscriptions, usage-based credits, and licensing; notable releases include Gen-4.5, the GWM-1 world model, and a robotics SDK. Founded in 2018 and headquartered in New York, the company is privately held.