客户教育专员
Customer Education Specialist
我们正在通过融合艺术与科学，打造能够模拟世界的AI。
我们认为世界模型是人工智能进步的前沿。仅靠语言模型无法解决世界上最困难的问题——机器人技术、疾病、科学发现。真正的进步需要能够体验世界并从错误中学习的模型，就像人类一样。而这种试错过程在模拟环境中可以被大幅加速，而不是在现实世界中。
世界模型为通用模拟提供了最清晰的路径，改变了故事的讲述方式、科学进步的方式以及人类下一个前沿领域的探索方式。
我们的团队由富有创造力、思想开放、富有同理心且有抱负的人组成，他们决心改变世界。我们渴望不断创造不可能的事情，而我们实现这一目标的能力依赖于打造一支非凡的团队。如果你也渴望做到这一点，我们很期待收到你的消息。
### 关于该职位
* _接受在美国各地远程办公 —— 我们在纽约、旧金山和西雅图也有办公室_
Runway发展迅速，用户需要学习的内容范围也在扩大。我们正在寻找一名教育内容专员，以确保我们的帮助中心内容准确、学院内容制作良好，并让用户从第一天起就能顺利使用。
你将加入体验与企业赋能团队，与教育与赋能负责人紧密合作，执行涵盖书面文档、视频脚本和自助资源的内容路线图。每个功能发布都会有你的印记。你是确保用户无需猜测的人。
### 你将负责
- 编写、更新和维护帮助中心的文章，涵盖产品功能、计费、政策和故障排除 —— 确保随着产品快速迭代，文档始终保持准确
- 在发布时与工程和产品团队协调，确保文章在功能上线前就已发布
- 审核现有帮助中心内容的准确性与可发现性；根据支持工单趋势和用户反馈提出改进建议
- 创建和维护自助内容 —— 常见问题、快速入门指南、故障排除流程 —— 以减少工单数量并帮助用户自助解决问题
- 撰写Runway学院视频教程、操作指南和课程模块的脚本
- 支持学院内容的制作：创建配套素材，准备录制材料，并协助完成制作
查看英文原文
We are building AI to simulate the world through merging art and science.
We believe that world models are at the frontier of progress in artificial intelligence. Language models alone won’t solve the world’s hardest problems – robotics, disease, scientific discovery. Real progress requires models that experience the world and learn from their mistakes, the same way that humans do. And this kind of trial and error can be massively accelerated when done in simulation, rather than in the real world.
World models offer the most clear path to general-purpose simulation, changing how stories are told, how scientific progress is made and how the next frontiers of humanity are reached.
Our team consists of creative, open minded, caring and ambitious people who are determined to change the world. We aspire to continuously build impossible things and our ability to do so relies on building an incredible team. If you are driven to do the same, we'd love to hear from you.
### About the role
* _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.
### What you’ll do
- 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
### What you’ll need
- 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
### **Nice to have**
- 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.**](https://www.youtube.com/watch?v=kwmj4ato2kw&ab_channel=Runway) **We’d love to hear from you.**
We’re committed to creating a space where our employees can bring their full selves to work and have equal opportunity to succeed. So regardless of race, gender identity or expression, sexual orientation, religion, origin, ability, age, veteran status, if joining this mission speaks to you, we encourage you to apply.
More about Runway
- [Universal World Simulator](https://runwayml.com/world-simulator.html)
- [GWM-1](https://runwayml.com/research/introducing-runway-gwm-1)
- [Gen-4.5](https://runwayml.com/research/introducing-runway-gen-4.5)
- [General World Models](https://runwayml.com/research/introducing-general-world-models)
- [Robotics SDK](https://runwayml.com/research/introducing-runway-gwm-1#robotics-section)
- [Conversational Real-time Agents](https://runwayml.com/research/introducing-runway-gwm-1#avatars-section)
- [Runway Studios](https://runwayml.com/studios)
We're excited to be recognized as a best place to work:
[Crain's](https://www.crainsnewyork.com/awards/best-places-work-2023) | [InHerSight](https://www.inhersight.com/companies/best/city/new-york-city-ny) | [BuiltIn NYC](https://builtin.com/awards/new-york-city/2024/best-places-to-work) | [INC](https://www.inc.com/best-workplaces/2024)