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Support Specialist, APAC Tier 1

Runway· Customer Experience
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Remote$65k - $80kFull-timePosted 3w ago

About the role

Support Representative role focusing on high-volume, process-driven ticket handling for APAC (open to London and APAC) with emphasis on account access, billing, and plan questions across Free, Standard, Pro, and Max tiers. Training provided; no Creative/AI background required.

Responsibilities

  • 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

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

Skills

Required:Written communicationHigh-volume ticket handlingTicket routing and escalationProduct/docs familiarization
Last updated Oct 25, 2026. Interested? Apply on the company site.
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