SaaS Support Specialist – Fast & Accurate

Runway; Oregon; Hybrid; USD 40.000 - 60.000; Vollzeit

Zusammenfassung

Runway is hiring a Support Representative to handle high-volume tickets across billing and plan questions for Free, Standard, Pro, and Max users. You will use macros, playbooks, and AI suggestions to close tickets accurately and quickly, routing more complex issues to Tier 2 or Enterprise as needed.

We value precise written communication and comfort with process-driven work. Prior experience with Zendesk or similar tools is a plus, and training is provided for our product ecosystem.

Qualifikationen

• Clear, accurate written communication required.
• Experience handling high-volume, process-driven work.
• Familiarity with macros and playbooks helpful.
• 0–2 years in a customer-facing role (SaaS preferred).

Aufgaben

• Resolve high-volume tickets across account access, billing, and plan questions for Free, Standard, Pro, and Max users.
• Use macros, playbooks, and AI suggestions to close tickets accurately and quickly.
• Route tickets needing product judgment to Tier 2 or Enterprise.
• Flag recurring questions that lack a macro for future updates.

Kenntnisse

Clear writing

High-volume work

Macros/process adherence

SaaS experience (0-2 yrs)

Tools

Zendesk

Notion

Slack

Jobbeschreibung

Runway is hiring a Support Representative to handle high-volume tickets across billing and plan questions for Free, Standard, Pro, and Max users. You will use macros, playbooks, and AI suggestions to close tickets accurately and quickly, routing more complex issues to Tier 2 or Enterprise as needed.

We value precise written communication and comfort with process-driven work. Prior experience with Zendesk or similar tools is a plus, and training is provided for our product ecosystem.