Support Specialist, US Tier 1
New
R
RunwayAI creative platform
Open to hiring in the US.Full-TimeEntry
Salary65,000 - 80,000 USD per year
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Job Details
- Experience
- 0-2 years in any customer-facing or process-driven role (preferably in SaaS, but not required)
- Required Skills
- Written communicationSlackZendeskNotionCustomer support
Requirements
- Have 0–2 years of experience in any customer-facing or process-driven role.
- Bring clear, accurate written communication, especially for process-driven, checklist-style work.
- Be comfortable with repetitive, high-volume work without losing accuracy.
- Zendesk, Notion, or Slack experience is a plus, not a requirement.
- Spend some time exploring the product or help docs before speaking with the team; no creative background is required.
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 close tickets accurately and quickly.
- Recognize tickets that need product judgment or creative-tool troubleshooting.
- Route those tickets to Tier 2 Support or Enterprise.
- Flag recurring questions that do not yet have a macro.
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