Note: The job is a remote job and is open to candidates in USA. Epiq is a values-driven company supporting complex global legal outcomes through modern platforms and AI. The AI-Enabled Customer Education Specialist creates, structures, and governs user-oriented learning content, translating complex technical concepts into clear guidance. The role also uses personas, journey maps, experimentation, analytics, and AI tools to improve content adoption, learning effectiveness, and engagement.
Responsibilities
- Translate complex technical concepts into plain‑language, user‑oriented content for varied audiences (end users, admins, internal teams) based on user personas and SME interviews
- Ensure documentation supports self‑service, adoption, and operational consistency
- Identify content gaps and friction points across journeys and recommend improvements
- Conduct and supports A/B testing of learning content, messaging variations, and content formats • Use engagement and performance data (completion, usage, search behavior, feedback) to iterate and improve content
- Partner with analytics, marketing, and CX teams to define success metrics and optimize outcomes
- Create modular, reusable learning content optimized for LMS, in‑app delivery, AI copilots, and knowledge systems
- Leverage AI tools to accelerate drafting, summarization, updates, and localization—while ensuring human quality control
Skills
- 2–4 years of experience in technical writing, curriculum writing, instructional design, or knowledge management
- Strong editorial judgment and ability to write for clarity, accuracy, and engagement
- Experience tailoring content using personas, journey maps, and audience segmentation
- Ability to translate complex concepts into simple instructions
- Interest in GenAI and eDiscovery protocols
- Strong organizational and project management skills, with the ability to manage multiple documentation requests and deadlines in fast‑moving product environments
- Must be authorized to work in the United States for any employer
Benefits
- Remote: Work from Home Full-Time
- We invest in your growth with enterprise-wide learning and mobility.
- We respect life beyond work with flexibility that’s recognized externally.
- May be eligible for an annual bonus.
Company Overview