Remote AI Education Content Specialist

Madrona Venture Labs; California (MO); On-site; USD 70,000 - 110,000; Full time

Job summary

Runway is seeking an Education Content Specialist to keep our Help Center accurate, produce high‑quality Academy content, and ensure users are set up for success from day one. You’ll sit within the Experience & Enablement team, collaborating with the Education & Enablement lead to execute a content roadmap spanning written docs, video scripts, and self‑service resources.

You’ll work closely with engineering and product at launches, maintain templates and prompts, and track engagement, CSAT, and

Qualifications

• 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 structuring educational content.
• Strong editorial judgment to catch inconsistencies before they go live.
• Organized and autonomous working style; able to manage a backlog while remaining responsive to urgent launches.
• Bias toward action and belief that no task is too small.
• Familiarity building with LLMs to streamline and automate processes.

Responsibilities

• Write, update, and maintain Help Center articles across product features, billing, policies, and troubleshooting.
• 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.
• Draft scripts for Runway Academy video tutorials, walkthroughs, and course modules.
• Support production of Academy content: create supporting assets, prepare materials for recording, publish and organize content.
• 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 performance of content — engagement, search deflection, CSAT — and flag gaps to leadership.
• Work with legal to ensure usage policies and terms are reflected in content.

Skills

Technical writing

Clear writing

Timely delivery

Help center platforms

Video production

Editorial judgment

Organization

Proactivity

LLMs familiarity

Tools

Zendesk

Intercom

Job description

Runway is seeking an Education Content Specialist to keep our Help Center accurate, produce high‑quality Academy content, and ensure users are set up for success from day one. You’ll sit within the Experience & Enablement team, collaborating with the Education & Enablement lead to execute a content roadmap spanning written docs, video scripts, and self‑service resources.

You’ll work closely with engineering and product at launches, maintain templates and prompts, and track engagement, CSAT, and