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Runway is seeking a Customer Education Specialist to join the Experience & Enterprise Enablement team. You'll own the creation and maintenance of customer-facing educational content across multiple formats—Help Center articles, Academy video tutorials, self-service guides, and live webinars—ensuring users can succeed with Runway's AI-powered creative tools from day one.
In this role, you will:
- Write, update, and maintain Help Center articles covering product features, billing, policies, and troubleshooting, keeping documentation synchronized with rapid product releases
- Coordinate with engineering and product teams to ensure documentation launches alongside new features
- Audit existing Help Center content for accuracy and discoverability, using support ticket trends and user feedback to surface improvement opportunities
- Create self-service resources (FAQs, quick-start guides, troubleshooting flows) designed to reduce support volume and empower users
- Draft scripts for Runway Academy video tutorials, walkthroughs, and course modules
- Support Academy content production: prepare materials, create supporting assets, and manage publishing and organization
- Build and maintain libraries of templates, prompt guides, and project starters
- Support production and publishing of office hours, webinars, and live Q&A sessions
- Ensure consistency and cross-referencing across Help Center and Academy content
- Track content performance metrics (article engagement, search deflection, CSAT) and flag gaps to leadership
- Collaborate with legal to ensure policies and terms are accurately reflected in customer-facing materials
Runway is a generative AI company building world models for video and creative production. The company was founded in 2018, is well-funded, and has offices in New York, San Francisco, and Seattle. You'll be part of a fast-growing team working on cutting-edge AI tools used by creators and enterprises.
REQUIREMENTS:
- 2–3 years of experience in technical writing, documentation, education content, or 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 ability to structure and pace educational content
- Strong editorial judgment and attention to detail
- Organized, autonomous working style; ability to manage documentation backlogs while responding to urgent launch needs
- Bias toward action and willingness to tackle tasks of any size
- Familiarity building with LLMs to streamline and automate processes
NICE TO HAVE:
- Experience with AI or creative tools and genuine curiosity about how they work
- Background in or passion for creative fields (video, design, animation)
- Experience using support data (ticket volume, search queries, CSAT, completion rates) to prioritize content work
About Runway
AI / Data / Infrastructure; Media / Creator Economy — generative AI tools for video and creative production.
