创意支持专员，企业级
Creative Support Specialist, Enterprise
我们正在通过融合艺术与科学，构建人工智能来模拟世界。
我们认为，世界模型是人工智能进步的前沿。仅靠语言模型无法解决世界上最困难的问题——机器人技术、疾病、科学发现。真正的进步需要能够体验世界并从错误中学习的模型，就像人类一样。而这种试错过程在模拟环境中进行时，可以被大幅加速，而不是在现实世界中。
世界模型为通用模拟提供了最清晰的路径，改变故事的讲述方式、科学进步的方式以及人类下一个前沿领域的探索方式。
我们的团队由富有创造力、思维开放、有爱心且有抱负的人组成，他们决心改变世界。我们渴望不断创造不可能的事物，而我们实现这一目标的能力依赖于打造一支非凡的团队。如果你也有同样的动力，我们很期待收到你的消息。
#### 关于该职位
_*支持西海岸远程办公——我们也在旧金山和西雅图设有办公室_
我们正在打造一款工具，让内容创作对每个人来说都变得容易，从个人创作者到财富500强企业。我们寻找对Runway产品有深入了解，并能从战略和创意角度看待企业支持的人选。如果你符合这些条件，请继续阅读！
### 你将负责
- 管理通过邮件、聊天、Slack收到的客户咨询，重点关注需要人工判断的复杂案例
- 通过书面沟通和电话为企业客户提供技术和创意支持
- 调查技术问题并创建详细的错误报告，节省工程时间
- 对AI支持自动化进行质量与准确性测试
- 与客户成功团队合作，推动企业级实施与采用，并与产品和工程团队跨职能协作
- 通过积极使用Runway保持对产品更新的了解
- 为知识库、文档和流程改进做出贡献
- 从工单模式和通话中识别系统性问题，并主动提出改进建议，独立运作——你知道何时需要升级问题，何时应自行解决至完成
### 你需要具备
- 具备视频剪辑、内容创作、创意工作流或生成式AI工具的混合经验
- 3-5年以上面向客户的工程技术岗位经验（支持、解决方案工程、客户成功经理、技术账户管理）
查看英文原文
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 remote across the west coast — we also have offices in San Francisco and Seattle_
We're building a tool that makes content creation accessible for everyone, from individual creators to Fortune 500 enterprises. We're looking for people who are deeply versed in the Runway product and can take a strategic and creative view to Enterprise Support. If that's you, read on!
### What you’ll do
- Manage customer inquiries across email, chat, Slack, focusing on complex cases requiring human judgment
- Provide technical and creative support to enterprise customers via written communication and calls
- Investigate technical issues and create detailed bug reports that save engineering time
- QA test AI support automation for quality and accuracy
- Partner with Customer Success on enterprise implementation and adoption, and collaborate cross-functionally with Product and Engineering teams
- Stay current on product updates by actively using Runway
- Contribute to knowledge base, documentation, and process improvements
- Identify systemic issues from ticket patterns and calls, and proactively suggest improvements and operate autonomously - you know when to escalate vs. own a problem through resolution
### What you’ll need
- Experience with a mix of video editing, content creation, creative workflows, or generative AI tools
- 3-5+ years in customer-facing technical roles (support, solutions engineering, CSM, technical account management)
- Proven track record handling enterprise customers and complex escalations
- History of working autonomously with minimal supervision
- Examples of process improvements or systems you've built
### For your application:
During our interview process, you'll have several chances to get acquainted with the Runway product and use all the features our team has built - and that starts now! As part of your application, instead of a cover letter, we ask that you try out the Runway product, specifically build a custom workflow.
**Build a Custom Runway Workflow:**
1. Sign up for a free Runway account (no payment required)
2. Review these resources:
1. [Tutorial](https://academy.runwayml.com/workflows/using-workflows)
2. [Guide](https://help.runwayml.com/hc/en-us/articles/45769159004691-Building-your-first-Workflows)
3. **Build a workflow based on your own creative idea or theme.**
1. Your workflow should include at least 3 steps
2. Think about a real creative problem someone might solve with Runway
4. **Submit in the application:**
1. Screenshot of your completed workflow
2. Brief description (3-4 sentences): What's your creative concept? What does your workflow accomplish? Who would use this?
**Note:** Free accounts can build workflows but can't run them - that's fine! We want to see your ability to learn the product and think creatively about how customers might use it.
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 Runway**
[**Great things come from great teams.**](https://www.youtube.com/watch?v=kwmj4ato2kw&ab_channel=Runway) **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](https://runwayml.com/world-simulator.html)
- [GWM-1](https://runwayml.com/research/introducing-runway-gwm-1)
- [Gen-4.5](https://runwayml.com/research/introducing-runway-gen-4.5)
- [General World Models](https://runwayml.com/research/introducing-general-world-models)
- [Robotics SDK](https://runwayml.com/research/introducing-runway-gwm-1#robotics-section)
- [Conversational Real-time Agents](https://runwayml.com/research/introducing-runway-gwm-1#avatars-section)
- [Runway Studios](https://runwayml.com/studios)
We're excited to be recognized as a best place to work:
[Crain's](https://www.crainsnewyork.com/awards/best-places-work-2023) | [InHerSight](https://www.inhersight.com/companies/best/city/new-york-city-ny) | [BuiltIn NYC](https://builtin.com/awards/new-york-city/2024/best-places-to-work) | [INC](https://www.inc.com/best-workplaces/2024)