Customer Education Specialist

Role overview A fast-growing AI organization focused on building simulation-capable world models is hiring a Customer Education Specialist to own the day-to-day production of user-facing learning content. Sitting within an Experience & Enablement group, the role ensures the Help Center and a learning academy stay accurate as new features ship, so users can succeed without contacting support. The work spans written documentation, video scripting, and self-service resources across a rapidly evolving product surface.

Responsibilities - Write, update, and maintain Help Center articles covering product features, billing, policies, and troubleshooting - Coordinate with engineering and product teams so documentation is published before features go live - Audit existing Help Center content for accuracy and discoverability, flagging gaps based on support trends and user feedback - Create self-service assets such as FAQs, quick-start guides, and troubleshooting flows that reduce inbound ticket volume - Draft scripts for video tutorials, walkthroughs, and course modules in the learning academy - Support production of academy content by preparing assets, recording materials, and organizing finished pieces - Maintain a library of templates, prompt guides, and project starters used across the platform's tools - Produce and publish office hours, webinars, and live Q&A sessions - Track content performance through engagement metrics, search deflection, and CSAT, and surface improvement opportunities - Partner with legal to ensure customer-facing content reflects current usage policies and terms

Requirements - Two to three 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 - Track record of shipping documentation on tight timelines with cross-functional dependencies - Comfort working with help center platforms such as Zendesk or Intercom and standard content management systems - Familiarity with video content production and an instinct for pacing and structuring educational material - Strong editorial judgment with the ability to catch inconsistencies before content goes live - Organized, autonomous working style with the capacity to manage a documentation backlog while responding to launch-day priorities - Comfort building with large language models to streamline and automate documentation workflows

Nice to have - Hands-on experience with AI or creative tools and genuine curiosity about how they work - Background or personal passion for the creative space, including video, design, or animation - Experience using support data such as ticket volume, search queries, CSAT, or completion rates to prioritize content work

Benefits and work setup - Remote hiring across the United States, with offices available in New York City, San Francisco, and Seattle - Mission-driven team environment focused on simulation, scientific discovery, and creative tooling