Support Specialist, US Tier 1

runway-ml; United States; Remote; USD 25,000 - 41,000; Full time

Job summary

Runway ML is seeking a motivated first-line support associate in the United States to handle a high volume of inquiries related to account access, billing, and subscriptions for our creative software platform. Training is provided, and no prior product experience is required.

You will use support macros, playbooks, and AI-assisted suggestions to respond quickly, route complex issues to specialists, and help improve templates by flagging recurring questions.

Qualifications

• Strong written communication for checklist-based processes.
• Ability to handle repetitive work accurately at high volume.
• 0–2 years in a customer-facing or process-oriented role.
• Curiosity to explore product/help materials before engaging with the team.

Responsibilities

• Resolve questions about account access, billing, and subscriptions.
• Use macros, playbooks, and AI-assisted suggestions to respond quickly.
• Route complex questions to specialist teams when needed.
• Flag recurring questions for template improvements.
• Follow procedures while using judgment for non-standard cases.

Skills

Written communication

High-volume work

Customer-facing

Curiosity

Tools

Zendesk

Notion

Slack

Job description

Role overview

Handle high-volume first-line support for users of a creative software platform, with most cases involving account access, billing, and subscription plans. The role follows established procedures so more complex product questions can be handled by specialist support teams; product or creative experience is not required because training is provided.

Responsibilities

• Resolve incoming questions about account access, billing, and available subscription plans.
• Use support macros, playbooks, and AI-assisted suggestions to respond quickly and accurately.
• Identify cases that require product judgment or creative-tool troubleshooting and route them to the appropriate specialist team.
• Notice recurring questions that are not covered by existing response templates and flag them for improvement.
• Follow procedures carefully while using judgment when a case falls outside the standard workflow.

Requirements

• Strong, accurate written communication, especially for checklist-based processes.
• Ability to maintain accuracy while handling repetitive work at a high volume.
• Between zero and two years of experience in a customer-facing or process-oriented role; software support experience is useful but not essential.
• Curiosity to explore the product or its help materials before engaging with the team.

Nice to have

• Experience with customer support tools such as Zendesk, Notion, or Slack. Familiarity with software-as-a-service products is helpful but not required.

Benefits and work setup

The role is open to candidates in the United States.