Support Specialist, Tier 1
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Job Description
Support Specialist resolving high-volume account, billing, and plan tickets for Runway’s AI creative platform. Applying playbooks, escalating technical issues, and identifying new support macros.
Responsibilities:
- Resolve high-volume tickets about account access, billing, and plan questions for Free, Standard, Pro, and Max users
- Use macros, playbooks, and AI support-layer suggestions to close tickets accurately and quickly
- Recognize tickets requiring product judgment or creative-tool troubleshooting and route them to Tier 2 Support or Enterprise
- Flag recurring questions that do not yet have a macro
- Follow support playbooks precisely while recognizing when tickets fall outside them
- Identify recurring questions that could become macros
Requirements:
- Open to hiring in the US
- 0–2 years in any customer-facing or process-driven role, preferably in SaaS but not required
- Clear, accurate written communication, especially for process-driven, checklist-style work
- Comfortable with repetitive, high-volume work without losing accuracy
- Prior experience with Zendesk, Notion, or Slack is a plus, not a requirement
- Curiosity to spend time in the product or help docs before engaging
- Must be based in the US, Hawaii, New Zealand, or Australia, as indicated by the application form
- Must be authorized to work in the US if located there, as indicated by the application form
Benefits:
- Compensation range of $65K–$80K
- Equal opportunity workplace committed to diversity, equity, and inclusion
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