runway-ml - Customer Education Specialist
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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 articles, scripts, and guides • Experience shipping documentation on tight timelines with cross-functional dependencies • Comfort with help center platforms (Zendesk, Intercom, or similar) and content management systems • Familiarity with video content production and an instinct for how to structure and pace educational content • Strong editorial judgment — you catch inconsistencies before they go live • Organized and autonomous working style; you can manage a documentation backlog while staying responsive to urgent launch needs • A bias toward action and a belief that no task is too small • Experience with AI or creative tools — with genuine curiosity about how they work • Familiarity with Markdown, Zendesk Guide, or docs-as-code workflows • Background in or passion for the creative space — video, design, animation, or related fields • Experience using support data (ticket volume, search queries, CSAT, completion rates) to prioritize content work • Runway strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for our team. Our salary ranges are based on competitive market rates for our size, stage and industry, and salary is just one part of the overall compensation package we provide. • There are many factors that go into salary determinations, including relevant experience, skill level and qualifications assessed during the interview process, and maintaining internal equity with peers on the team. The range shared below is a general expectation for the function as posted, but we are also open to considering candidates who may be more or less experienced than outlined in the job description. In this case, we will communicate any updates in the expected salary range. • Lastly, the provided range is the expected salary for candidates in the U.S. Outside of those regions, there may be a change in the range, which again, will be communicated to candidates. • WORKING AT RUNWAY • Great things come from great teams. https://www.youtube.com/watch?v=kwmj4ato2kw&ab_channel=Runway We’d love to hear from you. • We’re committed to creating a space where our employees can bring their full selves to work and have equal opportunity to succeed. So regardless of race, gender identity or expression, sexual orientation, religion, origin, ability, age, veteran status, if joining this mission speaks to you, we encourage you to apply.
Responsibilities
• Write, update, and maintain Help Center articles across product features, billing, policies, and troubleshooting — keeping documentation accurate as the product moves fast • Coordinate with engineering and product at launch time to ensure articles are live before features ship • Audit existing Help Center content for accuracy and discoverability; surface recommendations based on support ticket trends and user feedback • Create and maintain self-service content — FAQs, quick-start guides, troubleshooting flows — that reduces ticket volume and helps users help themselves • Draft scripts for Runway Academy video tutorials, walkthroughs, and course modules • Support production of Academy content: create supporting assets, prepare materials for recording, and help get finished content published and organized • Build and maintain a library of templates, prompt guides, and project starters across Runway's tools • Support production and publishing of office hours, webinars, and live Q&A sessions • Keep Help Center documentation and Academy content consistent and cross-referenced • Track the performance of content you've produced — article engagement, search deflection, CSAT — and flag gaps to the Education & Enablement lead • Work with legal to ensure usage policies and terms are accurately reflected in customer-facing content
Benefits
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