SaaS Support Specialist - AI Studio Platform

Runway; Greater London; Remote; GBP 24,000 - 36,000; Full time

Job summary

Runway is seeking a Support Representative to handle high-volume tickets across account access, billing, and plan questions for Free, Standard, Pro and Max users. You’ll use macros and AI suggestions to close tickets accurately and quickly, routing complex issues to Tier 2 or Enterprise when needed.

No creative or AI background required; we will train you on the product. The role requires precise process adherence, clear written communication, and the ability to thrive in a fast-paced SaaS

Qualifications

• 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.

Responsibilities

• Resolve high-volume tickets across account access, billing, and plan questions for Free, Standard, 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

Tech/tool familiarity

SaaS experience

Curiosity about product

Tools

Zendesk

Notion

Slack

Job description

Runway is seeking a Support Representative to handle high-volume tickets across account access, billing, and plan questions for Free, Standard, Pro and Max users. You’ll use macros and AI suggestions to close tickets accurately and quickly, routing complex issues to Tier 2 or Enterprise when needed.

No creative or AI background required; we will train you on the product. The role requires precise process adherence, clear written communication, and the ability to thrive in a fast-paced SaaS