Support Specialist, APAC Tier 1

Remote. Posted a month ago

The role

This person will resolve high-volume tickets regarding account access, billing, and plan questions. They will use macros and playbooks to close tickets and route complex issues to Tier 2 Support.

What you will do

Resolve high-volume tickets across account access, billing, and plan questions
Use existing macros, playbooks, and AI support layer suggestions to close tickets
Recognize when a ticket needs product judgment or creative-tool troubleshooting
Route tickets to Tier 2 Support or Enterprise
Flag recurring questions that do not have a macro

Required qualifications

Clear, accurate written communication
Comfortable with repetitive, high-volume work
0-2 years in any customer-facing or process-driven role
Evidence of looking at the product or help docs

Nice to have

Prior experience with tools like Zendesk, Notion, or Slack
Experience in SaaS

About the company

Runway is building AI to simulate the world through merging art and science. They are building a creative platform used by artists, filmmakers, and teams at recognized brands.