Support Specialist — High‑Volume SaaS Helpdesk

Madrona Venture Labs; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Runway is seeking a Support Representative to join our team and help users with billing, access, and plan questions across Free, Standard, Pro and Max plans. You'll work in a fast-paced, process-driven environment and rely on macros, playbooks, and AI-guided suggestions to deliver accurate responses.

No creative or AI background required; we will train you on the product. The role emphasizes clear written communication, reliability under high volume, and collaboration with Tier 2 or Enterprise

Qualifications

• Clear, accurate written communication in 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.

Responsibilities

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

Attention to detail

High-volume work

Customer service experience

Curiosity about product

Tools

Zendesk

Notion

Slack

Job description

Runway is seeking a Support Representative to join our team and help users with billing, access, and plan questions across Free, Standard, Pro and Max plans. You'll work in a fast-paced, process-driven environment and rely on macros, playbooks, and AI-guided suggestions to deliver accurate responses.

No creative or AI background required; we will train you on the product. The role emphasizes clear written communication, reliability under high volume, and collaboration with Tier 2 or Enterprise