AI SaaS Support Specialist — High-Volume, Process-Driven

Runway Financial, Inc.; Greater London; Hybrid; GBP 25,000 - 40,000; Full time

Job summary

Runway in London is seeking a Support Representative to handle high-volume tickets across billing and account access for Free, Standard, and Pro users. You will follow established macros and playbooks, closing tickets accurately and quickly while learning the product.

No AI background required; we will train you. Ideal candidates have clear written communication and enjoy process-driven work, with 0-2 years in customer-facing roles. Open to London or APAC, on-site role with a competitive salary.

Qualifications

• Clear, accurate written communication, especially on process-driven, checklist-style work.
• Comfortable with repetitive, high-volume work without losing accuracy.
• 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.

Responsibilities

• 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.

Skills

Written communication

High-volume work

Customer support experience

Tools

Zendesk

Notion

Slack

Job description

Runway in London is seeking a Support Representative to handle high-volume tickets across billing and account access for Free, Standard, and Pro users. You will follow established macros and playbooks, closing tickets accurately and quickly while learning the product.

No AI background required; we will train you. Ideal candidates have clear written communication and enjoy process-driven work, with 0-2 years in customer-facing roles. Open to London or APAC, on-site role with a competitive salary.