SaaS Support Specialist for AI Platform

Madrona Venture Labs; United States; Remote; USD 65,000 - 95,000; Full time

Job summary

Runway in the United States is seeking a Support Representative to handle high-volume tickets across account access, billing, and plan questions for Free, Standard, Pro and Max users. You’ll follow documented processes and use macros to deliver accurate, timely resolutions.

No creative or AI background required; training will be provided. Ideal candidates have clear written communication, comfort with repetitive work, and curiosity to explore the product or help docs before talking to us.

Qualifications

• 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

Responsibilities

• 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

Skills

Clear written communication

High-volume work

Process-driven

Curiosity to learn product/docs

SaaS familiarity

Tools

Zendesk

Notion

Slack

Job description

Runway in the United States is seeking a Support Representative to handle high-volume tickets across account access, billing, and plan questions for Free, Standard, Pro and Max users. You’ll follow documented processes and use macros to deliver accurate, timely resolutions.

No creative or AI background required; training will be provided. Ideal candidates have clear written communication, comfort with repetitive work, and curiosity to explore the product or help docs before talking to us.