Support Representative, APAC

Department: Customer Experience

Location: Remote

Compensation: $65K – $80K

Employment Type: FullTime

We are building AI to simulate the world through merging art and science.

We believe that world models are at the frontier of progress in artificial intelligence. Language models alone won’t solve the world’s hardest problems – robotics, disease, scientific discovery. Real progress requires models that experience the world and learn from their mistakes, the same way that humans do. And this kind of trial and error can be massively accelerated when done in simulation, rather than in the real world.

World models offer the most clear path to general-purpose simulation, changing how stories are told, how scientific progress is made and how the next frontiers of humanity are reached.

Our team consists of creative, open minded, caring and ambitious people who are determined to change the world. We aspire to continuously build impossible things and our ability to do so relies on building an incredible team. If you are driven to do the same, wed love to hear from you.

About the role

*Open to hiring in London and APAC.

Were building a creative platform used by artists, filmmakers, and teams at some of the worlds most recognized brands. Our support org handles everything from a five-minute billing question to a technical escalation, and were building out a dedicated tier for the first kind so our more experienced specialists can focus on the second.

Were looking for a Support Representative whos accurate, fast, and comfortable following a process closely under volume. No creative or AI background required. Well train you on the product.

What you’ll do

• 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 dont have a macro yet

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)

• 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

What sets great candidates apart

The best people in this role follow the playbook precisely and know exactly when a ticket doesnt fit it. They dont force a wrong answer to hit volume, and they dont escalate everything out of caution either. Theyve put in enough time with Runway to have a real sense of what it does and who uses it, so a ticket thats slightly off-script doesnt 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.

Runway strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for our team. Our salary ranges are based on competitive market rates for our size, stage and industry, and salary is just one part of the overall compensation package we provide.

There are many factors that go into salary determinations, including relevant experience, skill level and qualifications assessed during the interview process, and maintaining internal equity with peers on the team. The range shared below is a general expectation for the function as posted, but we are also open to considering candidates who may be more or less experienced than outlined in the job description. In this case, we will communicate any updates in the expected salary range.

Lastly, the provided range is the expected salary for candidates in the U.S. Outside of those regions, there may be a change in the range, which again, will be communicated to candidates.

Working at Runway

Great things come from great teams. We’d love to hear from you.

We’re committed to creating a space where our employees can bring their full selves to work and have equal opportunity to succeed. So regardless of race, gender identity or expression, sexual orientation, religion, origin, ability, age, veteran status, if joining this mission speaks to you, we encourage you to apply.

More about Runway

• Universal World Simulator

• GWM-1

• Gen-4.5

• General World Models

• Robotics SDK

• Conversational Real-time Agents

• Runway Studios

Were excited to be recognized as a best place to work:

Crains | InHerSight | BuiltIn NYC | INC