65K–80K USD / year
Support Specialist, US Tier 1
Customer successRemote — United States
Published on 2026-10-30
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About this role
Handle high-volume Tier 1 support for Runway’s creative platform, resolving account access, billing, and plan questions. Follow established macros and playbooks, use AI support suggestions, and route issues that require deeper product or creative-tool troubleshooting to the appropriate team.
About the company
Runway is an innovative platform that specializes in machine learning and artificial intelligence applications, providing tools for creative professionals and enterprises to harness the power of AI in their workflows. The company focuses on developing advanced research and deployment solutions in this rapidly evolving field.
The team
Customer Experience
What you'll do
- Resolve high-volume tickets about account access, billing, and plans
- Use macros, playbooks, and AI support suggestions to respond accurately and efficiently
- Identify and route tickets requiring Tier 2 or Enterprise support
- Flag recurring questions that may need new macros
What we're looking for
- Clear, accurate written communication
- Ability to maintain accuracy while handling repetitive, high-volume work
- 0–2 years of experience in a customer-facing or process-driven role
- Spend time learning Runway and its help documentation
Nice to have
- Experience with Zendesk, Notion, or Slack
- SaaS support experience
- Experience managing 80 or more tickets per day