High-Volume Support Specialist (Billing & Access)

runway-ml; United States; Remote; USD 25,000 - 41,000; Full time

Job summary

Runway ML is seeking a motivated first-line support associate in the United States to handle a high volume of inquiries related to account access, billing, and subscriptions for our creative software platform. Training is provided, and no prior product experience is required.

You will use support macros, playbooks, and AI-assisted suggestions to respond quickly, route complex issues to specialists, and help improve templates by flagging recurring questions.

Qualifications

• Strong written communication for checklist-based processes.
• Ability to handle repetitive work accurately at high volume.
• 0–2 years in a customer-facing or process-oriented role.
• Curiosity to explore product/help materials before engaging with the team.

Responsibilities

• Resolve questions about account access, billing, and subscriptions.
• Use macros, playbooks, and AI-assisted suggestions to respond quickly.
• Route complex questions to specialist teams when needed.
• Flag recurring questions for template improvements.
• Follow procedures while using judgment for non-standard cases.

Skills

Written communication

High-volume work

Customer-facing

Curiosity

Tools

Zendesk

Notion

Slack

Job description

Runway ML is seeking a motivated first-line support associate in the United States to handle a high volume of inquiries related to account access, billing, and subscriptions for our creative software platform. Training is provided, and no prior product experience is required.

You will use support macros, playbooks, and AI-assisted suggestions to respond quickly, route complex issues to specialists, and help improve templates by flagging recurring questions.