Support Specialist, Tier 1

Job not on LinkedIn

🔥 12 hours ago

🌐 United States, New Zealand, +1 more countries – Remote

🇺🇸 United States – Remote 🇳🇿 New Zealand – Remote 🇦🇺 Australia – Remote

💵 $65k - $80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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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 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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