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About the Role
ABC Legal Services is seeking a Specialist, Process Server Education & Enablement to manage the training, information, and support for their nationwide network of independent process servers. This role is crucial for onboarding, maintaining the knowledge base, communicating updates, and ensuring support teams are well-informed.
Responsibilities
- Audit existing training and onboarding content to identify effective strategies.
- Own the end-to-end onboarding experience, designing accessible formats for independent contractors.
- Determine whether to build, escalate, or contract out resource development (e.g., videos, e-learning modules).
- Measure the effectiveness of education initiatives using support ticket trends, surveys, and performance data.
- Manage the accuracy, structure, and freshness of all process server resources in partnership with the Support team.
- Ensure content is managed as a coherent experience across different sources.
- Build workflows to identify and address content gaps proactively.
- Own the end-to-end communication journey for process servers, including releases and policy changes.
- Develop and maintain a repeatable communications calendar for sequenced messaging.
- Write and direct copy that translates complex information into clear, field-ready communication.
- Brief Support, Performance, and Dispatch teams before external communications.
- Build and maintain internal toolkits, such as talking points and FAQs, for frontline teams.
- Integrate internal enablement into release timelines as a standard practice.
- Execute copy and messaging for broader community strategy initiatives.
- Ensure network-wide messages reinforce the desired relationship and brand tone with field partners.
- Monitor support ticket themes, content gaps, and communication breakdowns to inform content updates and escalations.
Requirements
- Experience managing communications, content, or enablement programs for a distributed, non-desk audience (e.g., gig workers, field technicians, drivers).
- Background in performance support, instructional design, or human-centered design.
- Comfort working in CRM/messaging platforms (HubSpot or equivalent) and LMS platforms.
- Strong written communication skills: conversational, plain-language, and empathetic.
- A bias toward shipping at 80% and iterating, rather than perfecting in a vacuum.
- Experience owning both internal enablement and external communication for the same initiative, end to end.
- Experience managing content across multiple sources and owners without losing coherence.
- A track record of retiring ineffective content.
Skills
- Performance support
- Instructional design
- Human-centered design
- CRM/messaging platforms
- LMS platforms
- Written communication
- Content management
- Communication strategy
- Internal enablement
- Community messaging
Location
- Los Angeles
- Oklahoma City
- Phoenix
- Brooklyn
- Chicago
- Washington DC
- Seattle
Work Type
- Full-time
Experience Level
- Specialist
Salary/Compensations
- $24-$29 per hour
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
About the Company
- ABC Legal Service is the national leader in service of process.
- A team of 1000+ employees with offices nationwide.
- Headquartered in Seattle.
- Over 30 years of experience in the industry.
- Focus on advancing technology, acquiring competitors, and expanding through inbound marketing and sales.