Note: The job is a remote job and is open to candidates in USA. ABC Legal Services is a national provider of legal support services, including process serving, court filing, and legal document logistics. The Education & Enablement Specialist will manage process server training content, knowledge base materials, communications, internal enablement briefings, and support ticket feedback programs while maintaining quality and approved operating standards.
Responsibilities
- Keeps onboarding and training materials current, working from the content standards and priorities the Manager sets
- Builds and updates e-learning modules, job aids, and short-form video content in the LMS
- Runs a recurring content audit against an established checklist, decides how to resequence or reword flagged content, and brings anything requiring a scope or strategy change to the Manager
- Runs the day-to-day accuracy and freshness of the knowledge base against an established review cadence
- Drafts, edits, and publishes articles, deciding on structure and phrasing within the team's style guide
- Flags true content gaps (missing topics, not just outdated ones) to the Manager for prioritization
- Runs the process server communications calendar: sequencing, send dates, and status, within the cadence and channels the Manager approves
- Drafts and finalizes release notes, policy updates, and scorecard messages using the team's established tone and templates
- Sends approved communications through HubSpot (or equivalent) and owns hitting every send date
- Escalates anything with legal, policy, or brand-risk implications before it goes out
- Builds and maintains the internal FAQ and talking-points library ahead of every release, deciding what Support, Performance, and Dispatch need to know and in what order
- Runs internal briefing distribution so no process server knows more than the person they call for help
- Runs the tagging system for recurring support ticket themes
- Owns the monthly ticket-theme and content-gap summary, including a first read on what it means, with the Manager weighing in on what to prioritize
- Complete a full inventory of existing training, onboarding, and knowledge base content, and bring the Manager a prioritized cleanup punch list
- Stand up the ticket-theme tagging system and start logging daily
- Learn the core systems (HubSpot, LMS, Intercom, Confluence) and take over the communications calendar
- Knowledge base and training content are current, with a repeatable review cadence running on its own
- Communications calendar runs with zero missed sends, drafted and sent independently within approved templates and channels
- Monthly ticket-theme summary includes an initial analysis, not just raw tallies, and is a usable input to the Manager's planning
- First major improvement initiative is scoped, underway, and tracked against a plan the Manager has signed off on
Skills
- Experience in a customer support, dispatch/operations, or field enablement role, ideally supporting a distributed contractor or gig workforce (rideshare, delivery, courier, home services, or similar)
- Comfort working inside HubSpot (or equivalent CRM/messaging platform) and an LMS platform (TalentLMS or similar)
- Strong plain-language writing; able to turn compliance or policy language into simple, conversational, field-ready copy
- A track record of consistently meeting defined output and quality standards
- Comfortable owning a recurring program day-to-day, and knowing when a decision needs to go up a level rather than deciding it solo
- Prior experience drafting knowledge base articles, FAQ sheets, or job aids
- Experience supporting or coordinating a communications calendar or release schedule
- Familiarity with basic e-learning or video-based training formats
Benefits
- Health, Dental, Vision insurance
- 401(k) with company matching
- Paid time off
- 7 Paid company holidays
- 4 Floating holidays per-year
- Life Insurance and AD&D Insurance
- Long Term Disability
- Health Care Reimbursement Flexible Spending Account
- Dependent Care Flexible Spending Account
- EAP (Employee Assistance Program)
- Pet Insurance
Company Overview