Remote customer service representative supporting global brands for Teleperformance. Handling customer queries, technical troubleshooting, scheduling, and data entry across Canadian provinces.
About the role
- Consumer Support Specialist supporting Runway’s AI-powered creative platform users. Handling high-volume tickets, troubleshooting issues, and improving self-service content and support automation.
Responsibilities
- Process a high volume of inbound support tickets across Free, Standard, Pro, and Unlimited plans
- Handle escalations from the AI support layer and determine when human intervention is needed
- Identify patterns across tickets and provide recommendations to the product team
- Identify opportunities to maintain or create self-service content, including help docs, short-form videos, and FAQs
- Engage with the Runway 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 Runway platform as needed
Requirements
- Comfortable using Notion, Slack, Zendesk or similar tools, Google Workspace, and AI platforms
- Strong written communication skills
- Experimental, learn-by-failing mindset when encountering unfamiliar issues
- Curiosity about product behavior, user confusion, and potential improvements
- Ability to manage work independently in a fast-moving, high-autonomy environment
- Data-driven mindset and ability to identify and communicate patterns
- 1–3 years of experience in customer support, operations, or a technical role
- Expertise and/or interest in the creative space, AI, or both
- Genuine interest in AI, creative tools, or both
- Ability to handle 60–100+ support tickets per day while maintaining quality
- Candidates must be currently based in the U.S., Canada, or London
- Currently authorized to work in the country where based
- Openness to a shifted schedule: Tuesday–Saturday or Sunday–Thursday
Benefits
- Salary range of $75K–$90K for candidates in the U.S.
- Equal opportunity to succeed
- Inclusive workplace where employees can bring their full selves to work
- Recognition as a best place to work by Crain's, InHerSight, BuiltIn NYC, and INC
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