Customer Education Specialist
Remote • Remote • FullTime
Posted 3h ago
About the job
We are seeking an Education Content Specialist to join our Experience & Enterprise Enablement team. In this role, you will be responsible for ensuring our Help Center is accurate, our Academy content is well-produced, and our users are set up for success. You will work closely with the Education & Enablement lead to execute a content roadmap, creating written documentation, video scripts, and self-service resources. Your work will be integral to every feature launch, ensuring users have the information they need without guesswork.
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 releases.
- Audit existing Help Center content for accuracy and discoverability, and suggest improvements based on support 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 organizing published content.
- 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, including article engagement, search deflection, and CSAT, and report gaps.
- Collaborate with the legal team to accurately reflect usage policies and terms in customer-facing content.
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 structuring 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.
- Experience with AI or creative tools is a plus.
- Background in or passion for the creative space (video, design, animation) is a plus.
- Experience using support data to prioritize content work is a plus.