Specialist, Process Server Education & Enablement
Non-Exempt (Hourly) | $24-$29 per hour | Remote (US)
About ABC Legal Services:
ABC Legal Service is proud to be the national leader in service of process. We are a team of 1000 and growing with offices in Los Angeles, Oklahoma City, Phoenix, Brooklyn, Chicago, Washington DC, and more. Seattle is our home and headquarters. We’ve been successful in this unique business for over 30 years and we continue to advance our technology and business processes to remain years ahead of what our competition is able to offer. Our focus is to expand our technology lead, acquire and integrate less efficient competitors, and tap into new segments through an integrated inbound marketing and sales approach.
What You'll Do
Owns the Education & Training Content Library
- Keeps onboarding and training materials current, working from the content standards and priorities the Manager sets.
- Builds and updates e-learning modules, job aids, and short-form video content in the LMS.
- Runs a recurring content audit against an established checklist, decides how to resequence or reword flagged content, and brings anything requiring a scope or strategy change to the Manager.
Owns the Knowledge Base
- Runs the day-to-day accuracy and freshness of the knowledge base against an established review cadence.
- Drafts, edits, and publishes articles, deciding on structure and phrasing within the team's style guide.
- Flags true content gaps (missing topics, not just outdated ones) to the Manager for prioritization.
Owns the Communications Calendar
- Runs the process server communications calendar: sequencing, send dates, and status, within the cadence and channels the Manager approves.
- Drafts and finalizes release notes, policy updates, and scorecard messages using the team's established tone and templates.
- Sends approved communications through HubSpot (or equivalent) and owns hitting every send date.
- Escalates anything with legal, policy, or brand-risk implications before it goes out.
Owns Internal Enablement Briefings
- Builds and maintains the internal FAQ and talking-points library ahead of every release, deciding what Support, Performance, and Dispatch need to know and in what order.
- Runs internal briefing distribution so no process server knows more than the person they call for help.
Owns the Ticket-Theme Feedback Loop
- Runs the tagging system for recurring support ticket themes.
- Owns the monthly ticket-theme and content-gap summary, including a first read on what it means, with the Manager weighing in on what to prioritize.
How This Role Uses Judgment
This role owns the decisions inside each program above: how to word something, how to sequence a week's work, what to fix first on a punch list, how to structure a KB article. The Manager owns decisions that change a program's scope, strategy, budget, or policy, or that create a new cross-team commitment. When a decision would do any of those things, this role brings options to the Manager rather than committing the team to a new direction on its own.
What Success Looks Like
In Your First 30 Days
- Complete a full inventory of existing training, onboarding, and knowledge base content, and bring the Manager a prioritized cleanup punch list.
- Stand up the ticket-theme tagging system and start logging daily.
- Learn the core systems (HubSpot, LMS, Intercom, Confluence) and take over the communications calendar.
Within 90 Days
- Knowledge base and training content are current, with a repeatable review cadence running on its own.
- Communications calendar runs with zero missed sends, drafted and sent independently within approved templates and channels.
- Monthly ticket-theme summary includes an initial analysis, not just raw tallies, and is a usable input to the Manager's planning.
- First major improvement initiative is scoped, underway, and tracked against a plan the Manager has signed off on.
What We're Looking For
Must-Haves
- Experience in a customer support, dispatch/operations, or field enablement role, ideally supporting a distributed contractor or gig workforce (rideshare, delivery, courier, home services, or similar).
- Comfort working inside HubSpot (or equivalent CRM/messaging platform) and an LMS platform (TalentLMS or similar).
- Strong plain-language writing; able to turn compliance or policy language into simple, conversational, field-ready copy.
- A track record of consistently meeting defined output and quality standards.
- Comfortable owning a recurring program day-to-day, and knowing when a decision needs to go up a level rather than deciding it solo.
Nice-to-Haves
- Prior experience drafting knowledge base articles, FAQ sheets, or job aids.
- Experience supporting or coordinating a communications calendar or release schedule.
- Familiarity with basic e-learning or video-based training formats.
About ABC Legal Services
ABC Legal Services is a national leader in legal support services, including process serving, court filing, and legal document logistics. Our process server network is central to how we deliver reliable, on-time service across the country, and we're investing in the people and systems that make that network stronger.
ABC Legal Services is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. Join our team today!
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
Schedule: Monday-Friday, 9am-5pm
