Head of Support

About the role

We’re building a tool that makes content creation easy and accessible for all types of creatives. Runway has an actively engaged and growing community of artists and creators all over the world, and we aspire to provide best in class support to our users.

We are looking to bring on a Head of Support to be the voice of Runway and help grow our Support function in order to service our growing number of users. Someone who is technically inclined, eager to learn (more) about design tools, and has a strong bias towards action would thrive in this position.

What you’ll do

• Set clear goals regarding SLA based on customer tiers and be accountable for hitting these consistently as a team
• Iterate on a forecast and capacity model in order to build a high performing support team at the right pace
• Optimize the use of Zendesk and other tools in order to drive efficiency and productivity and avoid repetitive manual tasks
• Be comfortable going from tackling 100 tickets a day to working on building automations or project managing feature requests. You should be able to stretch across IC and management tasks regularly based on what the team needs
• Deep experience and skills when it comes to building automations
• Work closely with our product team to translate customer feedback into actionable product updates and improvements and project manage these from start to finish

What you’ll need

• Previous experience working in a hyper growth organization in a support function
• Deep experience implementing and/or customizing Zendesk to drive operational excellence across a growing team
• Great project management skills with a bias towards action
• Experience building and managing a diverse and high performing team
• Nice to Haves: Some level of programming skills

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: $140,000-$200,000