Support Representative

• 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
• Resolve high-volume, tickets across account access, billing, and plan questions for Free, Standard, and 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

Benefits

• 100% medical, dental, and vision coverage: We cover 100% of medical, dental and vision for our US employees AND their dependents. Based on the plans selected, we have complimentary mental health benefits and a free One Medical membership
• Unlimited days of PTO: We have unlimited PTO with a minimum of 15 days a year. We also have a paid sabbatical program after employees have been with Runway for 3 years and again after 5 years. And of course, we can’t forget about Summer Fridays
• 401k Matching, 3% matching: Plan for the future! We provide a 3% 401K match for our US based employees
• Remote $250 stipend: All of our employees outside of commuting distance to the office, can expense up to $250 per month on co-working spaces, lunch or groceries, and internet connection
• Donations supporting our community: Beyond our employees, we have a commitment to our communities. Every quarter, Runway employees choose an organization for the company to support through a donation
• Custom setup, tech setup stipend: In addition to the choice of laptop, all employees get a stipend to customize their tech set up as they want
• Parental leave for all parents: We offer 16 weeks of fully paid parental leave plus a gradual return to work plan. This coverage is for all parents, regardless of how a child is brought into the family
• L&D $600 stipend: We’re investing in our employees’ long term growth by giving every employee $600 per year to spend on their personal or professional development. That means conferences, courses, and books, oh my!
• Wellness $600 stipend: We set ambitious goals and work hard to achieve them, so we believe it’s important to invest in employees’ mental and physical health. The $600 annual wellness stipend can be used for anything from therapy sessions to gym memberships- 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
• Prior experience with tools like Zendesk, Notion, or Slack is a plus, not a requirement
• Comfortable with repetitive, high-volume work without losing accuracy
• 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
• 0-2 years in any customer-facing or process-driven role (preferably in SaaS, but not required)
• Clear, accurate written communication, especially on process-driven, checklist-style work
• 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