Customer Support Specialist

About the role

Runway is looking for a Customer Support Specialist, who will provide technical assistance and training for builders and developers using the Runway app suite. The position will require in-depth knowledge of Runway and its systems, as well as developing specialised knowledge in specific areas of the technology. In this role, you will help clients resolve issues, educate them on new features, and optimise their workflows for better efficiency, with the end goal to help clients to be self-proficient. You'll also gain exposure to land development, sales, and marketing, working with clients across Australia and the USA. You will also have the opportunity to develop Project Management skills, gain exposure to AI integration, learn the quality assurance process for clients, and understand the software development cycle. Runway has staff located globally, with teams in the US, India, Melbourne, QLD and Europe, and you will have the opportunity to meet and work alongside these teams.

AI is central to this role. As Runway continues to embed AI across its products and internal workflows, the Customer Support Specialist is expected to be highly proficient with AI tools and to actively apply them across every part of their work, using AI to triage and resolve tickets faster, draft and refine client communication, research solutions and surface insights from support data, and to build automations and lightweight tooling that removes repetitive work.

Client Support

• Provide technical assistance for clients using the Runway suite

• Work out of the JIRA help desk, and oversee tickets

Training & Onboarding

• Assist in the onboarding process for new clients

• Have training sessions with clients to build their expertise in using particular apps

Educate & Support

• Organise materials to assist with training and educating clients

Become an Expert

• Gain extensive expertise in the Runway suite, and become an expert in specific apps

Create Client Relationships

• Create strong working relationships with clients to build trust and respect

Empower Client Self Sufficiency

• Assist clients to streamline their processes and become self-sufficient in Runway

Contribution to Further Growth

• Contribute to quality control of the Runway suite

• Contribute to the further growth and development of Runway 7

Skills Required

• Great problem-solving skills

• Ability to work under pressure

• Teamwork and communication skills

• Tech savvy

• Attention to detail

• Strong, demonstrated proficiency with AI tools (must-have). Applicants should be able to point to real examples of using AI in their work, such as building automations, applications or prototypes, and hands-on use of tools such as Claude Code

• Sound judgement to verify and refine AI-generated output before it reaches a client

• Confidence running client meetings and walk-throughs, and presenting clearly to a non-technical audience

Ideal Candidate

• Previous experience in the home building or land development industry, of any kind (ideal)

• Experience in technical support (ideal)