Support Specialist, Tier 1

Runway

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

Posted 10/30/2026full-timeRemote • United States, New Zealand, AustraliaMid-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 inquiries with accuracy. Familiarity with support tools and a proactive approach to problem-solving are essential for success in this role.

Highest-signal resume keywords

Customer-Facing ExperienceClear Written CommunicationHigh-Volume Ticket ResolutionFamiliarity With ZendeskProcess-Driven Approach

ATS Keywords

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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

SaaSSupport PlaybooksMacrosAI Support-LayerCreative-Tool Troubleshooting

About the role

Key responsibilities & impact

Resolve high-volume tickets about account access, billing, and plan questions for Free, Standard, Pro, and Max users
Use macros, playbooks, and AI support-layer suggestions to close tickets accurately and quickly
Recognize tickets requiring product judgment or creative-tool troubleshooting and route them to Tier 2 Support or Enterprise
Flag recurring questions that do not yet have a macro
Follow support playbooks precisely while recognizing when tickets fall outside them
Identify recurring questions that could become macros

Requirements

What you’ll need

Open to hiring in the US
0–2 years in any customer-facing or process-driven role, preferably in SaaS but not required
Clear, accurate written communication, especially for process-driven, checklist-style work
Comfortable with repetitive, high-volume work without losing accuracy
Prior experience with Zendesk, Notion, or Slack is a plus, not a requirement
Curiosity to spend time in the product or help docs before engaging
Must be based in the US, Hawaii, New Zealand, or Australia, as indicated by the application form
Must be authorized to work in the US if located there, as indicated by the application form

Benefits

Comp & perks

Compensation range of $65K–$80K
Equal opportunity workplace committed to diversity, equity, and inclusion