AI-Driven Customer Education Specialist

Epiq Company; Phoenix (AZ); On-site; USD 95,000 - 110,000; Full time

Job summary

Epiq is seeking an AI‑Enabled Customer Education Specialist in the United States. You will create, structure, and govern high‑quality content that drives clarity, adoption, and measurable outcomes, blending technical writing with UX and AI‑driven content models.

You will iterate using data and A/B testing, work with analytics and CX teams, and design modular content for LMS, in‑app delivery, and AI copilots while maintaining human quality control.

Qualifications

• 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.

Responsibilities

• Translate complex technical concepts into plain-language, user-oriented content for varied audiences 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 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.

Skills

Technical writing

Curriculum design

Instructional design

Knowledge management

Editorial judgment

Adaptability

Tools

GenAI awareness

Job description

Epiq is seeking an AI‑Enabled Customer Education Specialist in the United States. You will create, structure, and govern high‑quality content that drives clarity, adoption, and measurable outcomes, blending technical writing with UX and AI‑driven content models.

You will iterate using data and A/B testing, work with analytics and CX teams, and design modular content for LMS, in‑app delivery, and AI copilots while maintaining human quality control.