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Customer Education Specialist

Epiq Systems, Inc. -
Phoenix, AZ

Apply Now

Job Details

Full-time
$95,000 - $110,000 a year
18 hours ago

Qualifications

Audience analysis
Content project management
AI tools proficiency
Customer segmentation
Project management lifecycle
User personas
Generative AI

Full Job Description

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.

Job Description:

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.

Essential Job 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

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.

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

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Must be authorized to work in the United States for any employer.

Your specific salary will be determined based on several factors:

Location-based market rate for the role
Your abilities in relation to the job specification
Performance during screening and interview
Pay parity with the wider team in the considered location

Further details about the package will be provided during the initial screening call with the Talent Acquisition Team.

Epiq Leadership Compass

Builds Talented Teams

Builds and develops 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
Guild 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 boarder 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

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.

Apply Now

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Essential Job 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

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.