Process Server Education & Enablement Specialist

ABC Legal Services•Alaska, Arizona, California, Colorado, Connecticut, Delaware, Georgia, Hawaii, Idaho, Illinois, Maine, Maryland, Massachusetts, Minnesota, Missouri, Nebraska, Nevada, New Hampshire,, NV

4d•$24 - $29•Onsite

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About The Position

ABC Legal Services is looking for a Specialist, Process Server Education & Enablement to own how they train, inform, and support their nationwide network of independent process servers. This role is one of the most direct ways the company shows up for the field through onboarding, the knowledge base, release communications, and the internal briefings that keep support teams ready to help. The Specialist will sit within the Process Server Experience team, reporting to the Manager of Process Server Engagement & Retention. While that manager owns the broader engagement and retention strategy, this role owns the execution of a critical piece of it: what process servers are taught, what they're told, and whether they feel informed and supported at every step.

Requirements

Experience managing communications, content, or enablement programs for a distributed, non-desk audience, such as gig workers, field technicians, or drivers.
Background in performance support, instructional design, or human-centered design, rather than traditional classroom training.
Comfort working in CRM/messaging platforms (HubSpot or equivalent) and LMS platforms.
Strong written communication skills: conversational, plain-language, and empathetic rather than corporate.
A bias toward shipping at 80% and iterating, rather than perfecting in a vacuum.

Nice To Haves

Experience owning both internal enablement and external communication for the same initiative, end to end.
Experience managing content across multiple sources and owners (in-house, support-authored, contracted) without losing coherence.
A track record of retiring content that wasn't moving behavior, not just adding more of it.

Responsibilities

Audit existing training and onboarding content to identify what's actually moving behavior versus content that exists for its own sake.
Own the onboarding experience end-to-end, designing for independent contractors who need short, accessible formats that work between jobs, not long documents that assume a captive audience.
Decide when to build a resource in-house, escalate a fix to the product team, or contract it out, whether that's a two-minute video or a full e-learning module.
Measure whether education efforts are working using support ticket trends, survey feedback, and performance signals.
Own the accuracy, structure, and freshness of all process-server-facing resources, in partnership with the Support team.
Manage content as one coherent experience regardless of where it originated, whether sourced from Support, contracted, or built in-house.
Build workflows that catch content gaps before they turn into support tickets.
Own the end-to-end communication journey for process servers, including releases, policy changes, scorecard delivery, and onboarding touchpoints.
Build and maintain a repeatable communications calendar so messages are sequenced and staggered, not sent ad hoc.
Write and direct copy that translates compliance and business language into plain, field-ready communication.
Brief Support, Performance, and Dispatch teams before every external communication goes out, so no process server ever knows more than the person they call for help.
Build and maintain internal toolkits, such as talking points and FAQ sheets, so frontline teams can answer questions with confidence.
Treat internal enablement as a standard part of every release timeline, not an afterthought.
Execute the copy and messaging that brings the broader community strategy to life.
Ensure network-wide messages reinforce the relationship and brand tone being built with field partners.
Monitor support ticket themes, content gaps, and communication breakdowns, and translate what you find into content updates, clearer communication, or the right escalation.