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Runway is building AI world models for creative production and scientific simulation. This role is a CX Systems Engineer who owns the customer support infrastructure end-to-end, reporting directly to the Head of Customer Experience.
You will ship production code daily, not just tickets and specs. Key responsibilities include:
- Own and operate the AI support agent, ticketing system, and support tools: authentication, response logic, routing, escalation paths, and tone. Run QA and evals with real test suites before live traffic.
- Ship product changes that reduce ticket volume (e.g., extending refund eligibility, improving proration logic).
- Build and maintain internal CX tooling as real software: scripts, jobs, dashboards, admin surfaces.
- Own releases: staged rollouts, regression suites, clear rollback criteria, and post-mortems.
- Build CX reporting the organization runs on: volume, deflection, CSAT, reply/resolution time, escalation accuracy, agent spend. You own correctness and availability.
- Build and stage guardrails on refunds, account changes, and anything touching money or PII, including audit trails.
- Maintain the knowledge base for the agent and manage handoff into the ticketing system.
- Keep the CX roadmap and coverage model current, sequenced against Head of CX priorities.
- Run day-to-day vendor management with the AI platform partner: weekly working sessions, joint roadmap, issue reproductions.
- Carry signal across Product, Engineering, Customer Education, GTM, Analytics, and community channels.
This is a high-ownership role in a fast-moving environment. You'll watch where the agent fails, ship the fix, and verify it worked. You build reporting people actually use and show up with improvements no one asked for yet.
REQUIREMENTS:
- 5+ years in Customer Experience, Support Engineering, or Support Operations with real time spent writing code.
- Ship production code in codebases you didn't write: read TypeScript, trace logic through someone else's service, put up PRs that survive review. Stack is TypeScript and Node.js on AWS.
- Hands-on experience building and tuning AI/LLM-powered support workflows: prompt and context engineering, routing, escalation design, evals.
- SQL experience; you own reporting and shouldn't wait on Analytics.
- Code-level experience with billing or payments APIs: invoices, prorations, refunds.
- Git, PR review, CI, staging, and feature flags as your default way of working.
- Real QA and eval experience: define rubrics, build test suites, calibrate against good outcomes.
- Judgment about where fixes belong: in code, in the agent, or in the knowledge base.
- Track record carrying signal between support, product, and other functions, turning it into action.
- Comfort managing your own work in a fast-moving environment with high ownership and autonomy.
- Genuine interest in AI, creative tools, or both.
As part of the application, you are asked to try out the Runway product and build a custom workflow instead of submitting a cover letter.
About Runway
AI / Data / Infrastructure; Media / Creator Economy — generative AI tools for video and creative production.
