Support Representative

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

• We’re building a creative platform used by artists, filmmakers, and teams at some of the world’s most recognized brands. Our support org handles everything from a five-minute billing question to a technical escalation, and we’re building out a dedicated tier for the first kind so our more experienced specialists can focus on the second
• 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

Benefits

• 100% medical, dental, and vision coverage: We cover 100% of medical, dental and vision for our US employees AND their dependents. Based on the plans selected, we have complimentary mental health benefits and a free One Medical membership
• Unlimited days of PTO: We have unlimited PTO with a minimum of 15 days a year. We also have a paid sabbatical program after employees have been with Runway for 3 years and again after 5 years. And of course, we can’t forget about Summer Fridays
• 401k Matching, 3% matching: Plan for the future! We provide a 3% 401K match for our US based employees
• Remote $250 stipend: All of our employees outside of commuting distance to the office, can expense up to $250 per month on co-working spaces, lunch or groceries, and internet connection
• Donations supporting our community: Beyond our employees, we have a commitment to our communities. Every quarter, Runway employees choose an organization for the company to support through a donation
• Custom setup, tech setup stipend: In addition to the choice of laptop, all employees get a stipend to customize their tech set up as they want
• Parental leave for all parents: We offer 16 weeks of fully paid parental leave plus a gradual return to work plan. This coverage is for all parents, regardless of how a child is brought into the family
• L&D $600 stipend: We’re investing in our employees’ long term growth by giving every employee $600 per year to spend on their personal or professional development. That means conferences, courses, and books, oh my!
• Wellness $600 stipend: We set ambitious goals and work hard to achieve them, so we believe it’s important to invest in employees’ mental and physical health. The $600 annual wellness stipend can be used for anything from therapy sessions to gym memberships

We’re looking for a Support Representative who’s accurate, fast, and comfortable following a process closely under volume. No creative or AI background required. We’ll train you on the productPrior experience with tools like Zendesk, Notion, or Slack is a plus, not a requirementComfortable with repetitive, high-volume work without losing accuracyEnough curiosity to spend a little time in the product or help docs before talking to us. No creative background needed, just evidence you looked0-2 years in any customer-facing or process-driven role (preferably in SaaS, but not required)Clear, accurate written communication, especially on process-driven, checklist-style workThe best people in this role follow the playbook precisely and know exactly when a ticket doesn’t fit it. They don’t force a wrong answer to hit volume, and they don’t elevate everything out of caution eitherThey’ve put in enough time with Runway to have a real sense of what it does and who uses it, so a ticket that’s slightly off-script doesn’t stump them, even without a creative background. When they see the same question surface three times, they ask whether it should become a macro instead of just answering it a third time