SaaS Support Specialist: Fast, Precise Ticketing

Runway; United States; Remote; USD 65,000 - 80,000; Full time

Job summary

Runway is seeking a Support Representative in the United States to handle high-volume tickets across billing, account access, and plan questions from Free to Max users. Training will be provided; no prior AI background required.

You'll work with macros, playbooks, and AI support prompts to resolve issues quickly and accurately, routing complex cases to Tier 2 or Enterprise as needed. A curious, process-minded approach is valued.

Qualifications

• Clear written communication, especially in process-driven tasks.
• Ability to work accurately in high-volume, repetitive work.
• 0–2 years in customer-facing or process-driven roles; SaaS experience preferred.
• Familiarity with customer support tools (Zendesk, Notion, Slack) is a plus.

Responsibilities

• Resolve high-volume support tickets across account access, billing, and plan questions for Free, Standard, Pro, and Max users.
• Utilize macros, playbooks, and AI-driven suggestions to close tickets accurately and quickly.
• Escalate tickets needing product judgment or technical troubleshooting to Tier 2 or Enterprise.
• Identify recurring questions and contribute to creating macros or automations.

Skills

Clear written communication

High-volume work

Customer-facing experience

SaaS familiarity

Curiosity about product/docs

Tools

Zendesk

Notion

Slack

Job description

Runway is seeking a Support Representative in the United States to handle high-volume tickets across billing, account access, and plan questions from Free to Max users. Training will be provided; no prior AI background required.

You'll work with macros, playbooks, and AI support prompts to resolve issues quickly and accurately, routing complex cases to Tier 2 or Enterprise as needed. A curious, process-minded approach is valued.