We are building AI to simulate the world through merging art and science.
We believe that world models are at the frontier of progress in artificial intelligence. Language models alone won’t solve the world’s hardest problems – robotics, disease, scientific discovery. Real progress requires models that experience the world and learn from their mistakes, the same way that humans do. And this kind of trial and error can be massively accelerated when done in simulation, rather than in the real world.
World models offer the most clear path to general-purpose simulation, changing how stories are told, how scientific progress is made and how the next frontiers of humanity are reached.
Our team consists of creative, open minded, caring and ambitious people who are determined to change the world. We aspire to continuously build impossible things and our ability to do so relies on building an incredible team. If you are driven to do the same, we'd love to hear from you.
About the role*Open to hiring in London and APAC.
We're building a creative platform used by artists, filmmakers, and teams at some of the world's most recognized brands. Our support org handles everything from a five-minute billing question to a technical escalation, and we're building out a dedicated tier for the first kind so our more experienced specialists can focus on the second.
We're looking for a Support Representative who's accurate, fast, and comfortable following a process closely under volume. No creative or AI background required. We'll train you on the product.
What you’ll doResolve high-volume, tickets across account access, billing, and plan questions for Free, Standard, and Pro and Max users
Use existing macros, playbooks, and AI support layer suggestions to close tickets accurately and quickly
Recognize when a ticket needs product judgment or creative-tool troubleshooting, and route it to Tier 2 Support or Enterprise
Flag recurring questions that don't have a macro yet
Clear, accurate written communication, especially on process-driven, checklist-style work
Comfortable with repetitive, high-volume work without losing accuracy
Prior experience with tools like Zendesk, Notion, or Slack is a plus, not a requirement
0-2 years in any customer-facing or process-driven role (preferably in SaaS, but not required)
Enough curiosity to spend a little time in the product or help docs before talking to us. No creative background needed, just evidence you looked
The best people in this role follow the playbook precisely and know exactly when a ticket doesn't fit it. They don't force a wrong answer to hit volume, and they don't escalate everything out of caution either. They've put in enough time with Runway to have a real sense of what it does and who uses it, so a ticket that's slightly off-script doesn't stump them, even without a creative background. When they see the same question surface three times, they ask whether it should become a macro instead of just answering it a third time.
Runway strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for our team. Our salary ranges are based on competitive market rates for our size, stage and industry, and salary is just one part of the overall compensation package we provide.
There are many factors that go into salary determinations, including relevant experience, skill level and qualifications assessed during the interview process, and maintaining internal equity with peers on the team. The range shared below is a general expectation for the function as posted, but we are also open to considering candidates who may be more or less experienced than outlined in the job description. In this case, we will communicate any updates in the expected salary range.
Lastly, the provided range is the expected salary for candidates in the U.S. Outside of those regions, there may be a change in the range, which again, will be communicated to candidates.
Working at RunwayGreat things come from great teams. We’d love to hear from you.
We’re committed to creating a space where our employees can bring their full selves to work and have equal opportunity to succeed. So regardless of race, gender identity or expression, sexual orientation, religion, origin, ability, age, veteran status, if joining this mission speaks to you, we encourage you to apply.
More about Runway
Universal World Simulator
GWM-1
Gen-4.5
General World Models
Robotics SDK
Conversational Real-time Agents
Runway Studios
We're excited to be recognized as a best place to work:
Crain's | InHerSight | BuiltIn NYC | INC
Skills Required
- Clear and accurate written communication
- Ability to perform repetitive, high-volume work while maintaining accuracy
- 0-2 years of experience in a customer-facing or process-driven role
- Curiosity and willingness to learn the product and help documentation
- Experience with Zendesk, Notion, or Slack
Runway Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Runway and has not been reviewed or approved by Runway.
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Healthcare Strength — Healthcare is described as fully employer‑paid for U.S. employees and dependents, with complimentary mental health benefits and a One Medical membership. These provisions indicate broad, high‑value coverage that reduces out‑of‑pocket burden.
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Parental & Family Support — Policies include fully paid parental leave for all parents, paired with a structured gradual return‑to‑work plan. This signals meaningful support during family transitions.
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Leave & Time Off Breadth — Time‑off offerings include unlimited PTO with a recommended minimum and paid sabbaticals at 3, 5, and 7 years. This mix emphasizes both ongoing rest and longer‑term rejuvenation.
Runway Insights
What We Do
We are building AI to simulate the world through merging art and science. We believe that world models are at the frontier of progress in artificial intelligence. Language models alone won't solve the world’s hardest problems – robotics, disease, scientific discovery. Real progress requires models that experience the world and learn from their mistakes, the same way that humans do. And this kind of trial and error can be massively accelerated when done in simulation, rather than in the real world. World models offer the most clear path to general-purpose simulation.
Why Work With Us
Our team consists of creative, open minded, caring and ambitious people who are determined to change the world. We aspire to continuously build impossible things and our ability to do so relies on building an incredible team. If you are driven to do the same, we'd love to hear from you.
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