Customer Education Specialist

Runway

. Write, update, and maintain Help Center articles covering product features, billing, policies, and troubleshooting .

Posted 9/24/2026full-timeRemote • United StatesJuniorMid-Level💰 $90,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical writing and content creation, with a focus on producing clear, user-friendly documentation for software products. Proficient in managing content across Help Center platforms and educational resources while ensuring accuracy and engagement metrics are met.

Highest-signal resume keywords

Technical WritingContent Management SystemsHelp Center PlatformsVideo Content ProductionEditorial Judgment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical WritingDocumentationContent CreationUser-Friendly LanguageContent AuditingFAQ DevelopmentTroubleshooting FlowsScript DraftingContent StructuringData Analysis

Soft Skills

Organized Working StyleAutonomous WorkStrong Communication

Tools & Technologies

ZendeskIntercomLLMsVideo Production ToolsContent Management Systems

Industry Keywords

SaaSTechnical DocumentationUser EngagementSupport DataCreative Tools

About the role

Key responsibilities & impact

Write, update, and maintain Help Center articles covering product features, billing, policies, and troubleshooting
Coordinate with engineering and product to publish articles before feature launches
Audit Help Center content for accuracy and discoverability using support-ticket trends and user feedback
Create and maintain FAQs, quick-start guides, and troubleshooting flows
Draft scripts for Runway Academy video tutorials, walkthroughs, and course modules
Create supporting assets, prepare recording materials, and help publish and organize Academy content
Build and maintain templates, prompt guides, and project starters across Runway tools
Support office hours, webinars, and live Q&A production and publishing
Keep Help Center and Academy content consistent and cross-referenced
Track article engagement, search deflection, and CSAT; flag content gaps
Work with legal to ensure usage policies and terms are accurately reflected in customer-facing content

Requirements

What you’ll need

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 such as Zendesk, Intercom, or similar, and content management systems
Familiarity with video content production and structuring educational content
Strong editorial judgment
Organized and autonomous working style
Familiarity building with LLMs to streamline and automate processes
Nice to have: experience with AI or creative tools
Nice to have: background in or passion for video, design, animation, or related creative fields
Nice to have: experience using support data to prioritize content work
If located in the US, authorization to work in the US is requested on the application form

Benefits

Comp & perks

Equal opportunity to succeed
Compensation package including salary
Remote work across the US
Offices in NYC, San Francisco, and Seattle
Future contact about job opportunities for up to 4 years with consent