Remote Knowledge Base Writer Jobs in Billings, MT

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. 

About the Role 

ABC Legal Services is looking for a Remote Education & Enablement Specialist - Process Servers 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. 

What You'll Own 

Education & Performance Support 

• 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. 

Knowledge Base & Content Quality 

• 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. 

Communication Strategy 

• 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. 

Internal Enablement 

• 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. 

Community Messaging 

• 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. 

Operational Feedback Loop 

• Monitor support ticket themes, content gaps, and communication breakdowns, and translate what you find into content updates, clearer communication, or the right escalation. 

What Success Looks Like 

In Your First 30 Days 

• 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. 

Within 6 Months 

• Support tickets tied to communication or training gaps show a measurable reduction. 

• A release communication framework is in place and used consistently, with internal enablement reliably preceding external comms. 

• Onboarding content is redesigned for independent-contractor, between-jobs consumption. 

• Process server satisfaction scores trend upward in quarterly surveys. 

What We're Looking For 

Must-Haves 

• Experience managing communications, content, or enablement programs for a distributed, non-desk audience, such as gig workers, field technicians, or drivers. 

• Background in performance support, instructional design, or human-centered design, rather than traditional classroom training. 

• Comfort working in CRM/messaging platforms (HubSpot or equivalent) and LMS platforms. 

• Strong written communication skills: conversational, plain-language, and empathetic rather than corporate. 

• A bias toward shipping at 80% and iterating, rather than perfecting in a vacuum. 

Nice-to-Haves 

• Experience owning both internal enablement and external communication for the same initiative, end to end. 

• Experience managing content across multiple sources and owners (in-house, support-authored, contracted) without losing coherence. 
• A track record of retiring content that wasn't moving behavior, not just adding more of it. 

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, 8am-5pm

Pay rate: $24-$29 per hour