Customer Support and Training Specialist

Epiq; Phoenix (AZ); On-site; USD 65,000 - 80,000; Full time

Job summary

Epiq is seeking a Training Specialist to deliver training programs, drive operational excellence, and support professional development across the organization.

The role collaborates with stakeholders, manages instructional design, and tracks KPIs to ensure quality and compliance in a dynamic, growth-oriented environment.

Qualifications

• Bachelor's degree in Business Administration, HR, or related field required.
• Minimum 3+ years in training and development.
• Proficiency in adult learning methodologies and instructional design.
• Certified Professional in Learning and Performance (CPLP) preferred or required.

Responsibilities

• Deliver training programs and ensure operational excellence.
• Support professional development and instructional design.
• Collaborate with stakeholders to meet organizational goals.
• Manage instructional design and professional development trainings.
• Monitor and report on KPIs and ensure policy compliance.

Skills

Adult Learning Methodologies

Analytical Analysis

Business Intelligence

Coaching

Communication

Continuous Improvement Culture

CRM

Facilitation

Instructional Design

Operational Excellence

Operations Support

Professional Collaboration

Professional Development Trainings

Education

Bachelor's degree in Business Administration, Human Resources, or related field

Certifications: CPLP

Tools

CRM

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

Job Summary

The Training Specialist is responsible for delivering training programs, ensuring operational excellence, and supporting professional development. This role involves collaborating with various stakeholders, managing instructional design, and maintaining high-quality standards.

Essential Job Responsibilities

• Deliver training programs and ensure operational excellence.
• Support professional development and instructional design.
• Collaborate with various stakeholders to achieve organizational goals.
• Manage instructional design and professional development trainings.
• Monitor and report on key performance indicators (KPIs).
• Ensure compliance with company policies and regulations.

Qualifications & Requirements

• Education: Bachelor's degree in Business Administration, Human Resources, or a related field.
• Experience: 3+ years of experience in training and development.
• Skills:
  • Adult Learning Methodologies
  • Analytical Analysis
  • Business Intelligence (BI)
  • Coaching
  • Communication
  • Continuous Improvement Culture
  • Customer Relationship Management (CRM)
  • Facilitation
  • Instructional Design
  • Operational Excellence
  • Operations Support
  • Professional Collaboration
  • Professional Development Trainings
• Certifications: Certified Professional in Learning and Performance (CPLP)
• Physical Requirements: Ability to work in an office environment and perform tasks that may require sitting, standing, and using office equipment.

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

Epiq Leadership Compass

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

Equal Employment Opportunity Statement

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.