Remote AI Education Content Specialist — Help Center & Academy

Runway; New York (NY); Remote; USD 70,000 - 110,000; Full time

Job summary

Runway is hiring an Education Content Specialist to maintain the Help Center, produce Academy content, and guide users to success from day one.

You will work within the Experience & Enablement team to execute a content roadmap spanning written docs, video scripts, and self-service resources. You’ll ensure every feature launch has accurate, clear, and accessible content for users across the US.

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 — ability to catch inconsistencies before going live.
• Organized and autonomous; able to manage a documentation backlog while staying responsive to launch needs.
• Bias toward action and willingness to tackle small tasks.

Responsibilities

• 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
• Track the performance of content you've produced — article engagement, search deflection, CSAT — and flag gaps to the Education & Enablement lead
• Work with legal to ensure usage policies and terms are accurately reflected in customer-facing content

Skills

Technical writing

Documentation

Cross-functional collaboration

Tools

Zendesk

Intercom

CMS

Job description

Runway is hiring an Education Content Specialist to maintain the Help Center, produce Academy content, and guide users to success from day one.

You will work within the Experience & Enablement team to execute a content roadmap spanning written docs, video scripts, and self-service resources. You’ll ensure every feature launch has accurate, clear, and accessible content for users across the US.