[Hiring] Support Representative @Runway

Role Description

We're building a creative platform used by artists, filmmakers, and teams at some of the world's most recognized brands. Our support org handles everything from a five-minute billing question to a technical escalation, and we're building out a dedicated tier for the first kind so our more experienced specialists can focus on the second.

We're looking for a Support Representative who's accurate, fast, and comfortable following a process closely under volume. No creative or AI background required. We'll train you on the product.

What you’ll do

• 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 don't have a macro yet.

Qualifications

• 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).
• Enough curiosity to spend a little time in the product or help docs before talking to us. No creative background needed, just evidence you looked.

What sets great candidates apart

The best people in this role follow the playbook precisely and know exactly when a ticket doesn't fit it. They don't force a wrong answer to hit volume, and they don't escalate everything out of caution either. They've put in enough time with Runway to have a real sense of what it does and who uses it, so a ticket that's slightly off-script doesn't stump them, even without a creative background. When they see the same question surface three times, they ask whether it should become a macro instead of just answering it a third time.

Benefits

Runway strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for our team. Our salary ranges are based on competitive market rates for our size, stage, and industry, and salary is just one part of the overall compensation package we provide.

There are many factors that go into salary determinations, including relevant experience, skill level and qualifications assessed during the interview process, and maintaining internal equity with peers on the team. The range shared below is a general expectation for the function as posted, but we are also open to considering candidates who may be more or less experienced than outlined in the job description. In this case, we will communicate any updates in the expected salary range.

Lastly, the provided range is the expected salary for candidates in the U.S. Outside of those regions, there may be a change in the range, which again, will be communicated to candidates.

Company Description

• Universal World Simulator
• GWM-1
• Gen-4.5
• General World Models
• Robotics SDK
• Conversational Real-time Agents
• Runway Studios

We're excited to be recognized as a best place to work:

• Crain's
• InHerSight
• BuiltIn NYC
• INC