Support Specialist, US Tier 1

Runway; United States; Remote; USD 65.000 - 80.000; Vollzeit

Zusammenfassung

Runway is seeking a Support Representative in the United States to handle high-volume tickets across billing, account access, and plan questions from Free to Max users. Training will be provided; no prior AI background required.

You'll work with macros, playbooks, and AI support prompts to resolve issues quickly and accurately, routing complex cases to Tier 2 or Enterprise as needed. A curious, process-minded approach is valued.

Qualifikationen

• Clear written communication, especially in process-driven tasks.
• Ability to work accurately in high-volume, repetitive work.
• 0–2 years in customer-facing or process-driven roles; SaaS experience preferred.
• Familiarity with customer support tools (Zendesk, Notion, Slack) is a plus.

Aufgaben

• Resolve high-volume support tickets across account access, billing, and plan questions for Free, Standard, Pro, and Max users.
• Utilize macros, playbooks, and AI-driven suggestions to close tickets accurately and quickly.
• Escalate tickets needing product judgment or technical troubleshooting to Tier 2 or Enterprise.
• Identify recurring questions and contribute to creating macros or automations.

Kenntnisse

Clear written communication

High-volume work

Customer-facing experience

SaaS familiarity

Curiosity about product/docs

Tools

Zendesk

Notion

Slack

Jobbeschreibung

$65K – $80K

We are building AI to simulate the world through merging art and science. We believe that world models are at the frontier of progress in artificial intelligence. Language models alone won’t solve the world’s hardest problems – robotics, disease, scientific discovery. Real progress requires models that experience the world and learn from their mistakes, the same way that humans do. And this kind of trial and error can be massively accelerated when done in simulation, rather than in the real world. World models offer the most clear path to general-purpose simulation, changing how stories are told, how scientific progress is made and how the next frontiers of humanity are reached. Our team consists of creative, open minded, caring and ambitious people who are determined to change the world. We aspire to continuously build impossible things and our ability to do so relies on building an incredible team. If you are driven to do the same, we'd love to hear from you.

ABOUT THE ROLE

Open to hiring in the US. 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. 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 product.

WHAT YOU’LL DO

• 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

WHAT YOU’LL NEED

• 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

WHAT SETS GREAT CANDIDATES APART

The 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 escape everything out of caution either. They'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. Runway strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for our team. Our salary ranges are based on competitive market rates for our size, stage and industry, and salary is just one part of the overall compensation package we provide. There are many factors that go into salary determinations, including relevant experience, skill level and qualifications assessed during the interview process, and maintaining internal equity with peers on the team. The range shared below is a general expectation for the function as posted, but we are also open to considering candidates who may be more or less experienced than outlined in the job description. In this case, we will communicate any updates in the expected salary range. Lastly, the provided range is the expected salary for candidates in the U.S. Outside of those regions, there may be a change in the range, which again, will be communicated to candidates.

WORKING AT RUNWAY

Great things come from great teams. https://www.youtube.com/watch?v=kwmj4ato2kw&ab_channel=Runway We’d love to hear from you. We’re committed to creating a space where our employees can bring their full selves to work and have equal opportunity to succeed. So regardless of race, gender identity or expression, sexual orientation, religion, origin, ability, age, veteran status, if joining this mission speaks to you, we encourage you to apply.

More about Runway

• Universal World Simulator
• GWM-1
• Gen-4.5
• General World Models
• Robotics SDK
• Conversational Real-time Agents
• Runway Studios

We're excited to be recognized as a best place to work: Crain's https://www.crainsnewyork.com/awards/best-places-work-2023 | InHerSight https://www.inhersight.com/companies/best/city/new-york-city-ny | BuiltIn NYC https://builtin.com/awards/new-york-city/2024/best-places-to-work | INC https://www.inc.com/best-workplaces/2024