2 months ago
Base Salary
$130k - $200k/yr
Responsibilities
- Own the AI support agent, ticketing system, and other support tools, including authentication, response logic, routing, escalation, and tone.
- Ship production product and CX tooling changes that reduce ticket volume, including scripts, jobs, dashboards, and administrative surfaces.
- Build QA suites, evaluation rubrics, monitoring, alerts, staged releases, regression checks, rollback criteria, and production writeups.
- Own CX reporting for volume, deflection, CSAT, response and resolution times, escalation accuracy, and agent spend.
- Build guardrails and audit trails for refunds, account changes, payments, and personally identifiable information.
- Maintain structured knowledge-base content and ticketing-system handoffs.
- Maintain the CX roadmap and coverage model and coordinate with the AI platform vendor and internal cross-functional teams.
Requirements
- 5+ years of experience in Customer Experience, Support Engineering, or Support Operations, including substantial hands-on coding.
- Ability to read and modify TypeScript and trace logic through unfamiliar services; the stated stack is 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, continuous integration, staging, and feature flags.
- Experience defining QA rubrics, building test suites, and calibrating results against quality standards.
- Ability to determine whether fixes belong in code, the support agent, or the knowledge base.
- Strong cross-functional communication, ownership, autonomy, and interest in AI or creative tools.
Benefits
- Remote work is available across North America and London.
- Office locations are available in New York City, San Francisco, Seattle, and London.
- Applicants are asked to try the Runway product and build a custom workflow instead of submitting a cover letter.
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.