Support Representative (AI)

Location: Remote; open to hiring in London and APAC

Salary: £52,000–£70,000 per year

Company

Runway builds an AI-powered creative platform used by artists, filmmakers, and teams at recognized brands, with a focus on world models and simulated experiences.

What you will do

• Resolve high-volume tickets covering account access, billing, and plan questions for Free, Standard, Pro, and Max users.
• Use macros, playbooks, and AI support suggestions to close tickets accurately and efficiently.
• Identify tickets requiring product judgment or creative-tool troubleshooting and route them to Tier 2 Support or Enterprise.
• Flag recurring questions that should be addressed with new macros.

Requirements

• Clear and accurate written communication for process-driven, checklist-style work.
• Ability to handle repetitive, high-volume work without losing accuracy.
• 0–2 years of experience in a customer-facing or process-driven role; SaaS experience is preferred but not required.
• Willingness to explore the product and help documentation before interviewing.
• Creative or AI experience is not required; product training is provided.

Nice to have

• Experience with Zendesk, Notion, or Slack.

Culture & Benefits

• Remote position with hiring openness in London and APAC.
• Inclusive workplace focused on equal opportunity and pay equity.
• Salary decisions consider experience, skill level, qualifications, and internal equity.