Manager, Customer Support

About the role 🎉

Runway is building a tool that makes content creation easy and accessible for all types of creatives. And our users love it - Runway has an actively engaged and growing community of artists and creators all over the world consisting of designers, visual effects professionals, students, and more.

We are looking to bring on a Manager for our small but mighty Support team. This person will be hands on helping with tickets, building out and improving processes, and developing the team members. As our user base continues to grow, so will our Support team, and we're looking for someone to lead the way in building and growing the function. If you're hyper organized, deeply empathetic, and passionate about users, we'd love to talk to you!

What you’ll do 🎨

• Lead, hire, and grow Runway’s Support team
• Provide technical support for new and experienced Runway users via email and chat
• Investigate and escalate any problems around the product or payment transactions to the appropriate team member
• Work cross-functionally with our product, engineering, design, and sales teams to translate customer feedback into actionable product updates and improvement
• Continually focus on improving our support processes as we scale our operations

What you’ll need 💻

• 1+ year in a support manager or team lead role
• Strong written & verbal communication skills and highly detailed organization skills
• High emotional intelligence and experience mentoring and developing support reps
• Experience with providing high-touch customer support over email, phone, and/or chat
• We use Zendesk at Runway, so prior experience is a nice to have but not required.

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.

Salary range: $90,000-$120,000