SaaS Support Specialist — Fast, Precise Helpdesk (London)

OpenKrill; United States; Presencial; USD 45 000 - 75 000; Tempo integral

Resumo da oferta

Runway is building a creative platform used by artists, filmmakers, and teams at world-class brands. We’re seeking a Support Representative who is accurate and fast, comfortable following a process closely under volume, and willing to be trained on our product.

You’ll resolve high-volume tickets on account access, billing, and plans across Free to Pro/Max, using macros, playbooks, and AI support layer suggestions to close tickets quickly; escalate when product judgment is needed.

Qualificações

• 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. No creative background needed, just evidence you looked.

Responsabilidades

• Resolve high-volume, tickets across account access, billing, and plan questions for Free, Standard, and 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

Conhecimentos

Clear written communication

Attention to detail

Ability to work under volume

Curiosity to explore product/docs

Formação académica

0-2 years experience in customer-facing or process-driven role

Ferramentas

Zendesk

Notion

Slack

Descrição da oferta de emprego

Runway is building a creative platform used by artists, filmmakers, and teams at world-class brands. We’re seeking a Support Representative who is accurate and fast, comfortable following a process closely under volume, and willing to be trained on our product.

You’ll resolve high-volume tickets on account access, billing, and plans across Free to Pro/Max, using macros, playbooks, and AI support layer suggestions to close tickets quickly; escalate when product judgment is needed.