Runway ML Customer Education Specialist at Runway ML to maintain Help Center and Academy content ensuring user success. Create and update documentation, video scripts, and self-service resources.
Responsibilities
*Open to hiring remote across the US — we also have offices in NYC, San Francisco, and Seattle
Runway is growing fast, and so is the surface area of what users need to learn. We're looking for an Education Content Specialist to keep our Help Center accurate, our Academy content well-produced, and our users set up for success from day one.
You'll sit within the Experience & Enterprise Enablement team, working closely with the Education & Enablement lead to execute against a content roadmap that spans written documentation, video scripts, and self-service resources. Every feature launch will have your fingerprints on it. You're the person who makes sure users don't have to guess.
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
Qualification
Organized and autonomous working styleLastlyWorking at RunwayGreat things come from great teams
Required
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
Familiarity building with LLMs to streamline and automate processes
Preferred
Experience with AI or creative tools — with genuine curiosity about how they work
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. We’d love to hear from you.
