Process Server Education & Enablement Specialist

About ABC Legal Services

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.

ABC Legal Services is looking for a Specialist, Process Server Education & Enablement to own how we train, inform, and support our nationwide network of independent process servers. This role is one of the most direct ways our company shows up for the field: through onboarding, the knowledge base, release communications, and the internal briefings that keep our support teams ready to help.

You'll sit within our 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.

• 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 our 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 our broader community strategy to life.
• Ensure network-wide messages reinforce the relationship and brand tone we're building with our 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.

• Complete a full content and communications audit, covering training and onboarding gaps, comms frequency and tone, and redundancies.
• Map current support ticket themes to specific content or communication gaps.
• Identify two to three quick wins across onboarding content and communications sequencing.

• Support tickets tied to communication or training gaps show a measurable reduction.
• A release communication framework is in place and used consistently,…