Customer Education Specialist

About the role

Runway is building AI-driven world simulation tools and needs a Customer Education Specialist to keep its Help Center and Academy content accurate and engaging. The role is remote across the US and works within the Experience & Enterprise Enablement team.

Key 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 feature launches.
• Audit existing content for accuracy, discoverability, and recommend improvements based on support trends.
• Create self‑service resources such as FAQs, quick‑start guides, and troubleshooting flows.
• Draft scripts and support production of Runway Academy video tutorials and course modules.
• Maintain libraries of templates, prompt guides, and project starters for Runway’s tools.

Required profile

• 2‑3 years of experience in technical writing, documentation, or education content for a software/SaaS company.
• Ability to translate complex product features into clear, user‑friendly language.
• Comfort working on tight timelines with cross‑functional dependencies.
• Organized, autonomous, and bias toward action.

Required skills

• Experience with help‑center platforms such as Zendesk or Intercom.
• Familiarity with content management systems.
• Knowledge of video content production and structuring educational material.
• Strong editorial judgment and attention to detail.
• Basic familiarity with large language models (LLMs) for process automation.