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Runway

Support Representative

Runway

. Resolve high-volume tickets across account access, billing, and plan questions for Free, Standard, Pro, and Max users .

Posted 9/30/2026full-timeRemote • United StatesMid-LevelSenior💰 $65,000 - $80,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong written communication skills and the ability to manage high-volume customer support inquiries with accuracy. Familiarity with support tools and a proactive approach to identifying process improvements are essential.

Highest-signal resume keywords
Written CommunicationCustomer SupportHigh-Volume Ticket ResolutionProcess-Driven WorkZendesk Experience

ATS Keywords

Tailor your resume
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
Attention to DetailCuriosityAdaptability
Tools & Technologies
ZendeskNotionSlack
Industry Keywords
SaaSCustomer-Facing RoleProcess-Driven

About the role

Key responsibilities & impact
  • 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 do not have a macro yet
  • Follow support playbooks precisely while identifying tickets that do not fit them
  • Avoid forcing incorrect answers to meet volume targets and avoid unnecessary escalations
  • Identify repeated questions that could become new macros

Requirements

What you’ll need
  • 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)
  • Curiosity to spend time in the product or help docs before talking to the company
  • No creative or AI background required
  • Are you based in London or APAC? (application requirement)