Customer Education Specialist

At Epiq, your work contributes to complex, global legal outcomes. You’ll join a values-driven community where integrity guides decisions, relentless service sets the bar, and we thrive on big challenges together. We invest in your growth with enterprise-wide learning and mobility. We celebrate who you are, and we respect life beyond work with flexibility that’s recognized externally. Enabled by modern platforms and AI, you’ll do the most meaningful work of your career and see your impact at scale.

About the role

The AI-Enabled Customer Education Specialist is responsible for creating, structuring, and governing high-quality content that drives clarity, adoption, and measurable outcomes. This role blends content administration, technical writing, curriculum design, marketing savvy, and user design principles, with a strong emphasis on AI-ready content models and lifecycle governance. The specialist applies user personas and journey maps to ensure content resonates with the right audience at the right moment and uses experimentation and data (including A/B testing) to continuously refine messaging, 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 support 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

Requirements

• 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

Pay

The compensation range for this role is $95,000 - $110,000 USD annually and may be eligible for an annual bonus.

Benefits

Click here to learn about Epiq's benefits.

Epiq Leadership Compass

• Builds Talented Teams
  • Build and develop inclusive, high-performing teams aligned to strategic goals for exceptional talent and business results
  • Focus on employee engagement
  • Build a strong talent pipeline
• Fosters Relationships & Collaboration
  • Builds trust and alignment through open communication, shared goals, and strong partnerships to drive collective success
  • Build trust-based partnerships
  • Nurture long-term relationships
  • Remove collaboration barriers
  • Celebrate cross-team success
• Engages & Influences
  • Inspires action and alignment through clear communication, purposeful influence, and a compelling vision
  • Use storytelling to build buy-in
  • Align communication with organizational goals
  • Guide alignment through strong engagement
• Maximizes Performance
  • Sets and reinforces performance standards that drive results, ensure accountability, and align with Epiq’s goals
  • Use data to identify improvement opportunities
  • Make informed decisions
  • Align team goals with broader strategy
  • Empower teams to manage their own goals
  • Translate vision into clear priorities
  • Prepare for disruptions with strong change management
• Achieves Operational Success
  • Drives continuous improvement and operational excellence through smart processes, data insights, and quality execution
  • Improve workflows for team efficiency
  • Use clear documentation and expectations
  • Resolve issues quickly using data and feedback