Runway · Foundation models
Support Specialist, US Tier 1
- United States (Remote)
- Full-time
- $65,000 - $80,000 / year
Still open on Runway's site · checked 6 hours ago
- Posted
What you'll do
As written by Runway · Read the original
About the role
*Open to hiring in the US.
We're building a creative platform used by artists, filmmakers, and teams at some of the world's most recognized brands. Our support org handles everything from a five-minute billing question to a technical escalation, and we're building out a dedicated tier for the first kind so our more experienced specialists can focus on the second.
We're looking for a Support Representative who's accurate, fast, and comfortable following a process closely under volume. No creative or AI background required. We'll train you on the product.
What you’ll do
Resolve high-volume, tickets across account access, billing, and plan questions for Free, Standard, and Pro and Max users
Use existing macros, playbooks, and AI support layer suggestions to close tickets accurately and quickly
Recognize when a ticket needs product judgment or creative-tool troubleshooting, and route it to Tier 2 Support or Enterprise
Flag recurring questions that don't have a macro yet
Requirements
What you’ll need
Clear, accurate written communication, especially on process-driven, checklist-style work
Comfortable with repetitive, high-volume work without losing accuracy
Prior experience with tools like Zendesk, Notion, or Slack is a plus, not a requirement
0-2 years in any customer-facing or process-driven role (preferably in SaaS, but not required)
Enough curiosity to spend a little time in the product or help docs before talking to us. No creative background needed, just evidence you looked
Skills
Working languages
English
Company
Last checked . The details above were extracted automatically; the employer's original posting is the authority.
