Member of Support Staff, Runway
$65-85k
Salary range stated is for U.S. candidates and may vary by other locations
AI-powered creativity tools
Job no longer available
AI-powered creativity tools
101-200 employees
Job no longer available
$65-85k
Salary range stated is for U.S. candidates and may vary by other locations
101-200 employees
Company mission
To ensure that anyone anywhere can tell their stories.
Role
Who you are
- 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
- We love to consider applicants from non-traditional backgrounds. No support experience needed
Desirable
- 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.)
What the job involves
- We're looking for fast learning individuals with a hunger for knowledge and a passion for tech, creativity, and AI
- 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
Otta's take
Xav Kearney
CTO of Otta
Runway is revolutionizing content creation and video editing with machine learning, harnessing the expansive capabilities of web-based tools. At the forefront of this transformation, the startup offers a suite of AI-powered editing tools tailored for designers, artists, and creators, setting itself apart in an industry dominated by enterprise-focused software solutions.
The company has rapidly gained recognition among some of the world's largest brands, including R/GA, New Balance, Google, and IBM, by appealing directly to creative professionals. This approach has not only solidified Runway's position in the market but also facilitated its integration into the design curricula of esteemed institutions such as NYU, RISD< and MIT.
In a testament to its growing influence and success, Runway achieved unicorn status in 2023 following a landmark $100M funding round, which valued the company at $1.5BThis milestone not only reflects investor confidence but also positions Runway to expand its innovative tools and further democratize access to advanced video editing capabilities globally.
Insights
Some candidates hear
back within 2 weeks
112% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2023
$141m
SERIES C
Dec 2022
$50m
SERIES C
Total funding: $238.5m
Company benefits
- 100% medical, dental, and vision coverage: We cover 100% of medical, dental and vision for our US employees AND their dependents. Based on the plans selected, we have complimentary mental health benefits and a free One Medical membership
- Unlimited days of PTO: We have unlimited PTO with a minimum of 15 days a year. We also have a paid sabbatical program after employees have been with Runway for 3 years and again after 5 years. And of course, we can't forget about Summer Fridays
- 401k Matching, 3% matching: Plan for the future! We provide a 3% 401K match for our US based employees
- Remote $250 stipend: All of our employees outside of commuting distance to the office, can expense up to $250 per month on co-working spaces, lunch or groceries, and internet connection
- Donations supporting our community: Beyond our employees, we have a commitment to our communities. Every quarter, Runway employees choose an organization for the company to support through a donation
- Custom setup, tech setup stipend: In addition to the choice of laptop, all employees get a stipend to customize their tech set up as they want
- Parental leave for all parents: We offer 16 weeks of fully paid parental leave plus a gradual return to work plan. This coverage is for all parents, regardless of how a child is brought into the family
- L&D $600 stipend: We’re investing in our employees’ long term growth by giving every employee $600 per year to spend on their personal or professional development. That means conferences, courses, and books, oh my!
- Wellness $600 stipend: We set ambitious goals and work hard to achieve them, so we believe it’s important to invest in employees’ mental and physical health. The $600 annual wellness stipend can be used for anything from therapy sessions to gym memberships
Company values
- Invent the future: We believe that the best way to predict the future is to invent it. Optimize for the long-term
- Relentless optimism: Building impossible things is hard. We are optimistic about a future where moving creativity forward is not only possible, but inevitable
- Try fast, learn fast: Our success will depend on how fast we learn. Trial and error. Rinse and repeat. Stay humble and learn something every day
- Solve with care: Our product is a mirror of our values
Company HQ
Civic Center, New York, NY
Articles
Founders
Anastasis Germanidis
(CTO)Trained as a Backend Engineer, they have held roles at Zocdoc, Chartbeat, and Quantcast as well as working as a Machine Learning Researcher in Computer Vision for IBM.
Previously co-founded Deenty, an online booking platform for dentist appointments.
Cristóbal Valenzuela
(CEO)Worked as a Researcher at New York University from 2018 to 2019. Also spent time as a Professor at the UAI School of Design.
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