Runway
Support Specialist, US Tier 1
$65K–$80K
Remote · Remote · Full-time · Posted Oct 30, 2026
- Experience
- 0–2 years in any customer-facing or process-driven role.
About the job
Resolves high-volume Tier 1 support tickets about account access, billing, and plans, using established processes and routing complex issues to other teams.
What you'll do
- Resolve account access, billing, and plan questions for Free, Standard, Pro, and Max users.
- Use macros, playbooks, and AI support layer suggestions to respond accurately and quickly.
- Route tickets requiring product judgment or creative-tool troubleshooting, and flag recurring questions that may need macros.
What they ask for
- Clear, accurate written communication for process-driven work.
- Ability to handle repetitive, high-volume work without losing accuracy.
- Curiosity to explore the product or help docs before speaking with the team.
Nice to have
- Prior experience with tools like Zendesk, Notion, or Slack.
- Customer-facing or process-driven experience, preferably in SaaS.
Pay
$65K – $80K (USD, base salary)
Tools
Zendesk, Notion, Slack
AI focus
Use AI support layer suggestions to help close tickets accurately and quickly.
Model-written summary · the original posting is authoritative