Remote Support Specialist: Billing & Tier 1 Tech Help

Runway; United States; Hybrid; USD 42,000 - 68,000; Full time

Benefits offered by this job

100% medical, dental, vision coverage

Unlimited PTO

Remote stipend

401k matching

Parental leave

L&D stipend

Wellness stipend

Sabbatical program

Summer Fridays

Community donations

Custom tech setup

Job summary

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

The role emphasizes precise, process-driven support with a focus on consistency, continual improvement, and strong written communication. A SaaS background and cross-functional collaboration are valued.

Qualifications

• 2+ years in customer-facing or process-driven roles preferred.
• Strong written communication with clear, accurate responses.
• Ability to follow playbooks and use macros to ensure consistency.

Responsibilities

• Handle high-volume tickets across billing, account access, and plan questions.
• Escalate to Tier 2 or Enterprise when product judgment is needed.
• Follow documented playbooks and macros; identify gaps for new macros.
• Flag recurring questions for macro creation and continuous improvement.
• Maintain accuracy and speed without sacrificing quality.

Skills

Customer service

Written communication

Attention to detail

Tools

Zendesk

Notion

Slack

Job description

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

The role emphasizes precise, process-driven support with a focus on consistency, continual improvement, and strong written communication. A SaaS background and cross-functional collaboration are valued.