Support Representative

Job not on LinkedIn

🔥 36 minutes ago

🇺🇸 United States – Remote

💵 $65k - $80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Runway

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

🤖 Artificial Intelligence

☁️ SaaS

📱 Media

Artificial Intelligence • SaaS • Media

Runway is a company building foundational "Real-World Intelligence" — large models and systems that can understand, simulate and act in the visual world. It offers three main product platforms built on these models: Runway Creative, an all‑in‑one cloud creative suite for generating and editing video, images and audio for individuals and teams; Runway Dev, an AI media platform and API for developers to run models, compose pipelines and trigger workflows; and Runway Robotics, a toolkit for photorealistic simulation, policy inference and synthetic data generation powered by their General World Model (GWM-1). Runway also publishes research (e. g. , GWM-1, Gen-4. 5 video model) and serves both individual creators and enterprise customers.

📋 Description

• Resolve high-volume tickets across account access, billing, and plan questions for Free, Standard, 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 do not have a macro yet • Follow support playbooks precisely while identifying tickets that do not fit them • Avoid forcing incorrect answers to meet volume targets and avoid unnecessary escalations • Identify repeated questions that could become new macros

🎯 Requirements

• Clear, accurate written communication, especially on process-driven, checklist-style work • Comfortable with repetitive, high-volume work without losing accuracy • Prior experience with tools like Zendesk, Notion, or Slack is a plus, not a requirement • 0–2 years in any customer-facing or process-driven role (preferably in SaaS, but not required) • Curiosity to spend time in the product or help docs before talking to the company • No creative or AI background required • Are you based in London or APAC? (application requirement)