AI World Models Support Specialist

Runway Financial, Inc.; Greater London; Hybrid; GBP 28,000 - 38,000; Full time

Job summary

Runway is seeking a Support Representative to handle high-volume tickets related to account access, billing, and plan questions. Training will be provided for the product, and accuracy with process-driven tasks is essential.

The role emphasizes following established playbooks, using macros, and routing complex issues to Tier 2 or Enterprise when necessary. Prior SaaS support experience is a plus.

Qualifications

• Clear, accurate written communication, especially on process-driven, checklist-style work.
• Comfortable with repetitive, high-volume work without losing accuracy.
• Experience with Zendesk, Notion or Slack is a plus, not required.
• 0-2 years in any customer-facing or process-driven role.
• Curiosity to explore the product or help docs before talking to us.

Responsibilities

• Resolve high-volume tickets across account access, billing, and plan questions for Free, Standard, Pro and Max users.
• Use macros, playbooks, and AI support layer suggestions to close tickets accurately and quickly.
• Route tickets requiring product judgment or creative-tool troubleshooting to Tier 2 or Enterprise.
• Flag recurring questions that don’t yet have a macro.

Skills

Customer-facing

Process-driven

Clear communication

SaaS familiarity

Tools

Zendesk

Notion

Slack

Job description

Runway is seeking a Support Representative to handle high-volume tickets related to account access, billing, and plan questions. Training will be provided for the product, and accuracy with process-driven tasks is essential.

The role emphasizes following established playbooks, using macros, and routing complex issues to Tier 2 or Enterprise when necessary. Prior SaaS support experience is a plus.