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.
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.
Click here to learn about Epiq's Benefits.
Epiq Leadership CompassBuilds 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 & InfluencesInspires 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 PerformanceSets 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 SuccessDrives 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
