Runway builds AI to simulate the world through merging art and science
Tool for content creation for all types of creatives
Offices in NYC, San Francisco, Seattle, and London
Responsibilities
Own the AI support agent, ticketing system and other Support tools end to end: authentication (JWT), response logic, routing, escalation paths and tone
Ship daily product changes that remove ticket volume
Build and maintain internal CX tooling as real software: scripts, jobs, dashboards, admin surfaces
Run QA and evals with real test suites and pass/fail rubrics, plus monitoring and alerts
Own releases: staged rollouts, regression suite, rollback criteria
Build CX reporting: volume, deflection, CSAT, reply and resolution time, escalation accuracy, agent spend
Build guardrails on refunds, account changes and anything touching money or PII
Keep the knowledge base accurate and structured
Run day-to-day with the AI platform vendor
Requirements
5+ years in Customer Experience, Support Engineering or Support Operations with real coding
Ship production code in codebases you didn't write: TypeScript and Node.js on AWS
Hands-on experience building and tuning AI or LLM-powered support workflows: prompt and context engineering, routing, escalation design, evals
SQL experience
Code-level experience with a billing or payments API: invoices, prorations, refunds
Git, PR review, CI, staging and feature flags
Real QA and eval experience: define rubrics, build test suites
Judgment about where a fix belongs: code, agent or knowledge base