APAC AI Platform Support Specialist

Runway; United States; Remote; USD 42,000 - 64,000; Full time

Job summary

Runway is seeking a Support Representative to help artists, filmmakers, and teams using our AI-powered platform. You’ll resolve high‑volume tickets across account access, billing and plan questions, and use macros to close issues accurately and quickly.

No creative or AI background is required—we’ll train you on the product. The role values clear written communication, comfort with repetitive work, and curiosity to explore the help docs; Zendesk, Notion, or Slack 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.
• 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

Clear written communication

High-volume workflow

Customer-facing experience

Willingness to learn product/docs

Tools

Zendesk

Notion

Slack

Job description

Runway is seeking a Support Representative to help artists, filmmakers, and teams using our AI-powered platform. You’ll resolve high‑volume tickets across account access, billing and plan questions, and use macros to close issues accurately and quickly.

No creative or AI background is required—we’ll train you on the product. The role values clear written communication, comfort with repetitive work, and curiosity to explore the help docs; Zendesk, Notion, or Slack experience is a plus.