Support Specialist — AI Platform & Billing (London/APAC)

Runway; Greater London; On-site; GBP 30,000 - 42,000; Full time

Job summary

Runway is hiring a Support Representative in London or APAC to help manage high-volume tickets across billing, access, and plan questions for Free to Max users. No creative or AI background required; training will be provided on the product.

You’ll follow established playbooks, use macros, and route more complex issues to Tier 2 or Enterprise, ensuring accurate, timely responses while maintaining high-quality support.

Qualifications

• Clear, accurate written communication.
• Comfortable with repetitive, high-volume work.
• Experience with Zendesk, Notion, or Slack is a plus.
• 0–2 years in customer-facing roles (SaaS preferred).

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 that need product judgment or creative-tool troubleshooting to Tier 2 Support or Enterprise.
• Flag recurring questions that don’t have a macro yet.

Skills

Clear communication

High-volume work

Attention to detail

SaaS familiarity

Tools

Zendesk

Notion

Slack

Job description

Runway is hiring a Support Representative in London or APAC to help manage high-volume tickets across billing, access, and plan questions for Free to Max users. No creative or AI background required; training will be provided on the product.

You’ll follow established playbooks, use macros, and route more complex issues to Tier 2 or Enterprise, ensuring accurate, timely responses while maintaining high-quality support.