支持代表
Support Representative
我们正在通过融合艺术与科学，构建用于模拟世界的AI。
我们认为世界模型是人工智能进步的前沿。仅靠语言模型无法解决世界上最困难的问题——机器人技术、疾病、科学发现。真正的进步需要能够体验世界并从错误中学习的模型，就像人类一样。而这种试错过程在模拟环境中进行时，可以大幅加速，而不是在现实世界中。
世界模型为通用模拟提供了最清晰的路径，改变了故事的讲述方式、科学进步的方式以及人类下一个前沿领域的探索方式。
我们的团队由富有创造力、思维开放、富有同理心且有雄心的人组成，他们致力于改变世界。我们渴望不断创造不可能的事物，而我们的能力依赖于打造一支非凡的团队。如果你也有同样的动力，我们很期待收到你的消息。
### 关于该职位
* _接受在伦敦和亚太地区招聘。_
我们正在构建一个被艺术家、电影制作人以及一些全球知名品牌的团队使用的创意平台。我们的支持团队处理从五分钟的计费问题到技术升级的所有事务，我们正在建立一个专门的层级来处理第一类问题，让更有经验的专业人员专注于第二类问题。
我们正在寻找一名支持代表，要求准确、快速，并能在高工作量下严格遵循流程。不需要创意或AI背景。我们会对你进行产品培训。
### 你将负责
- 处理大量关于账户访问、计费和计划问题的工单，针对免费、标准、专业和最高级用户
- 使用现有的宏命令、操作手册和AI支持层建议，准确且快速地关闭工单
- 识别需要产品判断或创意工具故障排除的工单，并将其转交给二级支持或企业支持
- 标记尚未有宏命令的重复性问题
### 你需要具备
- 清晰、准确的书面沟通能力，尤其是在处理流程驱动型、清单式工作时
- 能够在重复性和高工作量的任务中保持准确性
- 有使用Zendesk、Notion或Slack等工具的经验是加分项，不是必需条件
- 0-2年任何面向客户或流程驱动型的工作经验（优先考虑SaaS领域，但非必需）
- 有足够的求知欲，在与我们沟通前愿意花一点时间在产品或帮助文档中探索。不需要创意背景
查看英文原文
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, we'd love to hear from you.
### About the role
* _Open to hiring in London and APAC._
We're building a creative platform used by artists, filmmakers, and teams at some of the world's most recognized brands. Our support org handles everything from a five-minute billing question to a technical escalation, and we're building out a dedicated tier for the first kind so our more experienced specialists can focus on the second.
We're looking for a Support Representative who's accurate, fast, and comfortable following a process closely under volume. No creative or AI background required. We'll 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 don't 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 doesn't fit it. They don't force a wrong answer to hit volume, and they don't escalate everything out of caution either. They've put in enough time with Runway to have a real sense of what it does and who uses it, so a ticket that's slightly off-script doesn't 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.**](https://www.youtube.com/watch?v=kwmj4ato2kw&ab_channel=Runway) **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](https://runwayml.com/world-simulator.html)
- [GWM-1](https://runwayml.com/research/introducing-runway-gwm-1)
- [Gen-4.5](https://runwayml.com/research/introducing-runway-gen-4.5)
- [General World Models](https://runwayml.com/research/introducing-general-world-models)
- [Robotics SDK](https://runwayml.com/research/introducing-runway-gwm-1#robotics-section)
- [Conversational Real-time Agents](https://runwayml.com/research/introducing-runway-gwm-1#avatars-section)
- [Runway Studios](https://runwayml.com/studios)
We're excited to be recognized as a best place to work:
[Crain's](https://www.crainsnewyork.com/awards/best-places-work-2023) | [InHerSight](https://www.inhersight.com/companies/best/city/new-york-city-ny) | [BuiltIn NYC](https://builtin.com/awards/new-york-city/2024/best-places-to-work) | [INC](https://www.inc.com/best-workplaces/2024)