Customer Education Specialist

Runway ML
Seattle, New York, San Francisco
Workplace: RemoteFull timeUSD 90,000 - 120,000 annuallyFunction: Customer Support (Service Desk)Experience: 2-3 yearsSkills: ["Editorial judgment","Organization","Autonomy","Communication","Prioritization"]

Own and scale user education content by writing, updating, and maintaining Help Center articles and self-service resources. Coordinate with product and engineering to ensure documentation ships before releases, audit content for accuracy and discoverability, and use support data to prioritize improvements. Draft video tutorial scripts and support academy content production, while keeping documentation and academy resources consistent, cross-referenced, and aligned with usage policies.

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FursaFursa
Runway ML
Runway ML
5 months ago

Customer Education Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Own and scale user education content by writing, updating, and maintaining Help Center articles and self-service resources. Coordinate with product and engineering to ensure documentation ships before releases, audit content for accuracy and discoverability, and use support data to prioritize improvements. Draft video tutorial scripts and support academy content production, while keeping documentation and academy resources consistent, cross-referenced, and aligned with usage policies.
Location: Seattle, New York, San Francisco
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Write, update, and maintain Help Center articles across product features, billing, policies, and troubleshooting to keep documentation accurate.
  • •Coordinate with engineering and product at launch time to ensure articles are live before features ship.
  • •Audit Help Center content for accuracy and discoverability, and surface recommendations based on support ticket trends and user feedback.
  • •Create self-service content (FAQs, quick-start guides, troubleshooting flows) and draft scripts for Academy video tutorials and course modules.
  • •Track content performance (engagement, search deflection, CSAT), flag gaps to the Education & Enablement lead, and help ensure usage policies are accurately reflected in customer-facing content.

Pay and Benefits

Salary: USD 90,000 - 120,000 annually

Key Requirements

  • •2-3 years of experience in technical writing, documentation, education content, or a similar role at a software or SaaS company.
  • •Translate complex product features into clear, user-friendly language across articles, scripts, and guides.
  • •Experience shipping documentation on tight timelines with cross-functional dependencies.
  • •Comfort using help center platforms (Zendesk, Intercom, or similar) and content management systems.
  • •Strong editorial judgment and ability to organize and manage a documentation backlog while staying responsive to urgent launch needs.
Experience:2-3 yearsTechnical writingDocumentationSaaS
Skills:Editorial judgmentOrganizationAutonomyCommunicationPrioritization
Tech Stack:ZendeskIntercomHelp center platformsContent management systemsLLMs

Company Brief

Runway ML
Provides generative AI tools and a creative platform for creators and studios to generate, edit, and collaborate on images, video, and other media using state-of-the-art machine learning models.
Industry: AI & Machine Learning
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: New York, United States
Founded: 2018
WebsiteLinkedIn