Customer Education Specialist
New
R
RunwayArtificial Intelligence
Open to hiring remote across the USFull-TimeMiddle
Salary90,000 - 120,000 USD per year
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Job Details
- Experience
- 2-3 years
- Required Skills
- Content managementDocumentationSaaSZendesk
Requirements
- 2-3 years of experience in technical writing, documentation, or education content at a software or SaaS company.
- Ability to translate complex product features into clear, user-friendly language.
- 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 structuring educational content.
- Strong editorial judgment and attention to detail.
- Organized and autonomous working style with the ability to manage a backlog.
- Familiarity building with LLMs to streamline and automate processes.
- Bias toward action and willingness to handle varied tasks.
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, discoverability, and improvement based on support ticket trends.
- Create and maintain self-service content including FAQs, quick-start guides, and troubleshooting flows.
- Draft scripts for Runway Academy video tutorials, walkthroughs, and course modules.
- Support production and publishing of office hours, webinars, and live Q&A sessions.
- Build and maintain a library of templates, prompt guides, and project starters.
- Track performance metrics such as article engagement, search deflection, and CSAT.
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