Customer Education Specialist

Runway

5d•$90,000 - $120,000•Remote

About The Position

Runway is seeking an Education Content Specialist to join the Experience & Enterprise Enablement team. This role will focus on maintaining the accuracy of the Help Center, ensuring high-quality content for the Academy, and supporting users from the outset. The specialist will collaborate with the Education & Enablement lead to execute a content roadmap that includes written documentation, video scripts, and self-service resources, ensuring that every feature launch is well-documented and user-friendly.

Requirements

2-3 years of experience in technical writing, documentation, education content, or a similar role at a software or SaaS company.
Ability to translate complex product features into clear, user-friendly language across various content formats.
Experience shipping documentation on tight timelines with cross-functional dependencies.
Comfort with help center platforms (e.g., Zendesk, Intercom) and content management systems.
Familiarity with video content production and an understanding of how to structure and pace educational content.
Strong editorial judgment to identify and correct inconsistencies.
Organized and autonomous working style, capable of managing a documentation backlog while responding to urgent needs.
A bias toward action and a willingness to handle tasks of all sizes.
Familiarity with building with LLMs to streamline and automate processes.

Nice To Haves

Experience with AI or creative tools, with a genuine curiosity about their functionality.
Background in or passion for the creative space, such as video, design, or animation.
Experience using support data (ticket volume, search queries, CSAT, completion rates) to prioritize content work.

Responsibilities

Write, update, and maintain Help Center articles covering product features, billing, policies, and troubleshooting.
Coordinate with engineering and product teams to ensure documentation is live before features ship.
Audit existing Help Center content for accuracy and discoverability, and suggest improvements based on support ticket trends and user feedback.
Create and maintain self-service content such as FAQs, quick-start guides, and troubleshooting flows to reduce ticket volume.
Draft scripts for Runway Academy video tutorials, walkthroughs, and course modules.
Support the production of Academy content by creating assets, preparing materials for recording, and assisting with publishing and organization.
Build and maintain a library of templates, prompt guides, and project starters for Runway's tools.
Support the production and publishing of office hours, webinars, and live Q&A sessions.
Ensure consistency and cross-referencing between Help Center documentation and Academy content.
Track the performance of content (article engagement, search deflection, CSAT) and report gaps to the Education & Enablement lead.
Collaborate with the legal team to ensure usage policies and terms are accurately reflected in customer-facing content.