# Consumer Support Specialist

**Company:** [Runway](https://hotfix.jobs/companies/runway)
**Location:** Remote
**Role:** Customer Support
**Salary:** $75k – $90k/yr
**Experience:** 1+ years
**Skills:** Notion, Slack, Zendesk, Google Workspace, ai platforms, discord, technical troubleshooting, Process Automation, self-service documentation, Data Analysis
**Posted:** 2026-08-13

> Handles high-volume consumer support, technical troubleshooting, community engagement, and issue escalation while identifying product patterns and improving self-service resources. Requires 1–3 years of customer support, operations, or technical experience and strong written communication.

## Job Description

## Responsibilities
- Handle a high volume of inbound support tickets across Free, Standard, Pro, and Unlimited plans with speed and accuracy.
- Evaluate escalations from the AI support layer and determine when human intervention is needed.
- Identify ticket patterns and proactively surface them to the product team with thoughtful recommendations.
- Help create and maintain self-service content, including help documentation, short-form videos, and FAQs.
- Engage with the community on Discord and other forums.
- Contribute to process improvements and automation, including building solutions when appropriate.
- Triage complex technical issues for escalation to Enterprise Support.
- Live troubleshoot within the platform as needed.

## Requirements
- Experience with tools such as Notion, Slack, Zendesk or similar platforms, Google Workspace, and AI platforms.
- Strong written communication skills, with the ability to be clear, direct, and thoughtful at high volume.
- Experimental, learn-by-failing mindset when handling unfamiliar issues.
- Curiosity about how products work, why users become confused, and how experiences can be improved.
- Ability to manage work independently in a fast-moving, high-autonomy environment.
- Data-driven mindset with the ability to identify and communicate patterns.
- **1–3 years of experience** in customer support, operations, or a technical role.
- Expertise in or interest in the creative space, AI, or both.
- Genuine interest in AI, creative tools, or both.

## Nice to Have
- Ability to consistently handle 60–100+ tickets per day without compromising quality.
- Experience creating product feedback, documentation, or automation based on recurring support issues.

## Compensation
- ATS-listed salary range: **$75,000–$90,000 annually**.

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