Customer Education Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Create, update, and maintain Help Center articles that address product features, billing, policies, and troubleshooting.

• Collaborate with engineering and product teams to publish articles in advance of feature launches.

• Review Help Center content for accuracy and discoverability by analyzing support ticket trends and user feedback.

• Develop and manage FAQs, quick-start guides, and troubleshooting workflows.

• Write scripts for video tutorials, walkthroughs, and course modules for Runway Academy.

• Generate supporting materials, prepare recording resources, and assist in the publication and organization of Academy content.

• Construct and maintain templates, prompt guides, and project starters across Runway tools.

• Facilitate office hours, webinars, and live Q&A sessions, including production and publication.

• Ensure consistency and cross-referencing within Help Center and Academy content.

• Monitor article engagement, search deflection, and customer satisfaction; identify content gaps.

• Collaborate with legal to guarantee that usage policies and terms are accurately represented in customer-facing content.

⛳️ Requirements

• 2-3 years of experience in technical writing, documentation, educational content, or a related role in a software or SaaS company.

• Ability to convert complex product features into clear, user-friendly language for articles, scripts, and guides.

• Experience delivering documentation under tight deadlines with cross-functional dependencies.

• Familiarity with help center platforms such as Zendesk, Intercom, or similar, and content management systems.

• Knowledge of video content production and structuring educational materials.

• Strong editorial judgment.

• Organized and self-sufficient working style.

• Experience with building LLMs to enhance and automate processes.

• Nice to have: experience with AI or creative tools.

• Nice to have: a background in or enthusiasm for video, design, animation, or related creative fields.

• Nice to have: experience utilizing support data to prioritize content tasks.

• If located in the US, authorization to work in the US is required on the application form.

🏝️ Benefits

• Equal opportunity for success.

• Competitive compensation package, including salary.

• Remote work options available across the US.

• Offices located in NYC, San Francisco, and Seattle.

• Future communication regarding job opportunities for up to 4 years with consent.