Support Representative, APAC

Runway

3d•$65,000 - $80,000•Remote

About The Position

We are building AI to simulate the world through merging art and science. 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. 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.

Requirements

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 (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

Nice To Haves

Prior experience with tools like Zendesk, Notion, or Slack is a plus, not a requirement
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 escalate 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.

Responsibilities

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