Support Representative, APAC

runway-ml; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

runway-ml is seeking an APAC-focused Support Representative to power a dedicated tier for high-volume, process-driven tickets on a creative media platform. The role emphasizes fast, accurate responses using macros and AI-assisted suggestions, while routing complex issues to Tier 2 or Enterprise teams.

You’ll work from a remote setup with a focus on consistent playbook adherence, even as you explore product features and help documentation to improve macro coverage over time.

Qualifications

• Clear, accurate written communication, with comfort handling process-driven, checklist-style work.
• Ability to stay accurate while working through repetitive, high-volume queues.
• 0–2 years of experience in any customer-facing or process-driven role (SaaS experience preferred but not required).
• Genuine curiosity to spend time exploring the product or help documentation before joining; no creative background is needed, but evidence of having looked is valued.
• Familiarity with tools such as Zendesk, Notion, or Slack is a plus, not a requirement.

Responsibilities

• Resolve a high volume of inbound tickets covering account access, billing, and subscription plan questions across Free, Standard, Pro, and Max tiers.
• Apply existing macros, playbooks, and AI-assisted reply suggestions to close tickets accurately and quickly.
• Recognize when a request requires product judgment or creative-tool troubleshooting, and route it to Tier 2 Support or the Enterprise team.
• Flag recurring questions that do not yet have a macro, contributing feedback that helps improve the support layer.

Skills

Written communication

Customer-facing experience

Attention to detail

Genuine curiosity

Tools

Zendesk

Notion

Slack

Job description

Role overview

This is an APAC-focused Support Representative position on a customer experience team serving users of a creative media platform. The mission is to staff a dedicated tier that resolves high-volume, process-driven tickets quickly and accurately, so that more experienced specialists can concentrate on technical escalations. The work is volume-oriented, follows clear playbooks, and requires no prior creative or AI background.

Responsibilities

• Resolve a high volume of inbound tickets covering account access, billing, and subscription plan questions across Free, Standard, Pro, and Max tiers.
• Apply existing macros, playbooks, and AI-assisted reply suggestions to close tickets accurately and quickly.
• Recognize when a request requires product judgment or creative-tool troubleshooting, and route it to Tier 2 Support or the Enterprise team.
• Flag recurring questions that do not yet have a macro, contributing feedback that helps improve the support layer.

Requirements

• Clear, accurate written communication, with comfort handling process-driven, checklist-style work.
• Ability to stay accurate while working through repetitive, high-volume queues.
• 0–2 years of experience in any customer-facing or process-driven role (SaaS experience preferred but not required).
• Genuine curiosity to spend time exploring the product or help documentation before joining; no creative background is needed, but evidence of having looked is valued.
• Familiarity with tools such as Zendesk, Notion, or Slack is a plus, not a requirement.

Nice to have

• A mindset of following the playbook precisely while knowing exactly when a ticket does not fit it.
• Willingness to surface a repeated question as a candidate for a new macro rather than answering it manually a third time.
• Enough product familiarity that an off-script ticket does not stall the response.

Benefits and work setup

• Hiring is open to candidates based in London and across APAC regions.
• The team emphasizes pay equity, with compensation benchmarked to competitive market rates for the function, stage, and industry.
• Salary expectations are communicated based on location and experience, and the broader package goes beyond base pay.