Support Specialist, US Tier 1
About The Position
Runway is hiring a US-based Support Specialist for its Tier 1 support team. The team supports a creative platform used by artists, filmmakers, and teams at major brands. This role focuses on resolving high-volume account access, billing, and plan questions so more experienced specialists can focus on technical escalations. The company will provide product training; a creative or AI background is not required. The position suits someone who works quickly and accurately while following established processes. The specialist will use macros, playbooks, and AI support suggestions, recognize cases that require Tier 2 or Enterprise support, and identify recurring questions that may need new macros.
Requirements
- Clear, accurate written communication, especially for process-driven, checklist-style work.
- Comfort with repetitive, high-volume work while maintaining accuracy.
- 0–2 years of experience in any customer-facing or process-driven role; SaaS experience is preferred but not required.
- Curiosity about the product or help documentation and evidence of having explored it before speaking with the company.
Nice To Haves
- Prior experience with tools such as Zendesk, Notion, or Slack.
- Experience in SaaS.
Responsibilities
- Resolve high-volume tickets about account access, billing, and plans for Free, Standard, Pro, and Max users.
- Use existing macros, playbooks, and AI support layer suggestions to resolve tickets accurately and quickly.
- Recognize tickets that require 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.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
