Support Specialist, US Tier 1

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 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

Required qualifications

• Clear, accurate written communication, especially on process-driven, checklist-style work
• Comfortable with repetitive, high-volume work without losing accuracy
• 0-2 years in any customer-facing or process-driven role
• Enough curiosity to spend a little time in the product or help docs before talking to us

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. The team consists of creative, open minded, caring and ambitious people.