Process Documentation Specialist

Job description

About Tort Experts

At Tort Experts, we are redefining the landscape of performance marketing in the legal sector.

Our mission is to democratize access to information for individuals who have been injured, connecting them with law firms that can truly advocate for their rights and achieve successful outcomes.

As an innovative, vertically integrated legal case acquisition marketing company, we leverage cutting-edge technology, data-driven insights, and a commitment to transparency to disrupt the status quo.

Joining Tort Experts means becoming part of a dynamic team that is passionate about making a meaningful impact.

We foster a collaborative environment where creativity thrives, and every team member plays a vital role in connecting qualified claimants with the representation they deserve.

If you're looking for a workplace where your contributions can truly make a difference, and where innovation meets purpose, Tort Experts is the perfect place for you.

About the role

We're hiring a Process Documentation Specialist to bring order and clarity to every moving part of our company.

This person will be responsible for turning scattered, often undocumented workflows into clean, actionable instructions—breaking down how things work into their simplest, clearest, most repeatable steps, and making sure nothing gets lost in translation as we grow.

You'll own the documentation of how every department operates—including client services, marketing, finance, operations, and intake—and build a single, interconnected knowledge hub that links every SOP, resource, and contact point together.

This role requires an obsessive attention to detail, strong visual and instructional communication skills, and a love for simplifying complexity.

You'll be expected to capture and document processes while they're still evolving—observing closely, asking the right questions, and breaking things down into clear, step-by-step instructions that anyone can follow.

We operate at a breakneck pace, with constant change and high expectations—this role is for someone who thrives under pressure, not someone looking for a slow or cushy documentation job.

Location: Remote (must be available 9am - 5pm Eastern Time)

What you'll do

• Own the end-to-end documentation of all company processes in extreme detail, across every department: client services, marketing, sales, hiring, onboarding, finance, legal, and leadership
• Coordinate with and interview every team member companywide to understand their exact day-to-day responsibilities and what processes they work on, to then be documented
• Create clear, step-by-step SOPs for all recurring workflows, decisions, and communications — from client onboarding to software usage to campaign management
• Develop and maintain a centralized master guide that maps to all department-level documentation and cross-links every relevant doc, form, tool, and stakeholder
• Build visual systems of understanding, including flowcharts, decision trees, swimlane diagrams, Gantt charts, and org-wide process maps
• Create training assets such as annotated screenshots, video walkthroughs, and interactive guides to support onboarding and knowledge transfer
• Document software onboarding and usage for tools like Slack, ClickUp, Looker, Rippling, Google Workspace, and more — including login setup, best practices, and internal norms
• Lead the development and ongoing evolution of a company knowledge base using tools like ClickUp Docs, Google Drive, or similar
• Use AI tools (e.g. ChatGPT, Scribe, etc.) to accelerate documentation, content creation, formatting, and visual clarity
• Create templated formats to ensure consistency across all documents and make it easy for departments to submit updates or propose new entries
• Collaborate with team leads to audit existing documentation, fill gaps, and ensure all live docs are up-to-date, accessible, and version-controlled
• Set up systems for ongoing documentation hygiene, including quarterly reviews and proactive identification of missing or outdated content
• Build internal playbooks and knowledge wikis that scale with the company's growth and complexity
• Train internal teams on documentation best practices and foster a culture of operational clarity

Qualifications

• Available to work between the hours of 9AM to 5PM EST to communicate in real-time via chat and video meetings
• Have 3–5+ years of hands-on experience in process documentation, technical writing, or knowledge management—preferably in a fast-moving startup or small team environment where you built structure from scratch, not just maintained it
• Comfortable working in an extremely fast-paced, high-growth, remote environment
• Perfect English writing and speaking skills
• Takes accountability and responsibility to make sure projects are completed on time or communicates if timelines should be adjusted
• Innately curious and constantly asking questions to get into the weeds of every process to understand why and how things are done the way they are
• Maintain a mature, composed and professional demeanor in the face of adversity/stress
• Humble with a willingness to learn from mistakes, receive feedback and grow from the experience
• A systems thinker with deep expertise in process documentation and a passion for turning chaos into clarity
• Exceptionally organized — you don't just file information, you architect navigable, intuitive ecosystems of knowledge
• Obsessed with accuracy, detail, and consistency — your documents are polished, unambiguous, and never stale
• Proficient in modern documentation tools like Google Docs, ClickUp, LucidChart, Loom, Scribe, or Miro — and always learning what's next
• Naturally visual and conceptual — you think in diagrams, workflows, and modular instructions, not just paragraphs
• Confident creating multi-format deliverables: written SOPs, screen recordings, video walkthroughs, visual flowcharts, toolkits, and AI-enhanced guides
• Tech-savvy and unafraid to dive deep into unfamiliar tools to understand how they work and how to teach others to use them
• Able to work cross-functionally, listen carefully, extract unspoken knowledge, and transform it into structured, reusable process assets
• A proactive self-starter who thrives in fast-paced, growing environments where documentation has never been a priority — but now absolutely needs to be
• Understands the business impact of documentation — not just capturing knowledge, but reducing onboarding time, minimizing confusion, and enabling scale

Benefits

• Uncapped quarterly profit-sharing bonuses based on company performance
• 100% company-paid monthly premiums for Fortune 500 level quality insurance plans for you and any/all dependents (US based employees):
• • medical (Aetna)
• dental (Guardian)
• vision (Guardian)
• 100% company match on any employee contributions to either HSA or FSA flex benefits plans (US based employees):
• • $500 free FSA company contribution, even if $0 employee contribution
• 401k plan with full company match of up to 6% of salary and no vesting period required (US based employees)
• Unlimited paid time off with planned role/responsibilities coverage
• Work from home equipment budget (at company's discretion)
• Forever remote work environment

Why Join Us?

At Tort Experts, we believe in empowering our team members with growth opportunities, a flexible work environment, and the chance to make a tangible impact.

If you thrive in fast-paced environments and are driven, client-focused, and eager to contribute to our mission of connecting clients with top-tier legal representation.

Are you ready to lead the next wave of growth in legal marketing?

Apply today and help us transform access to justice

Please note that you may receive emails on behalf of Tort Experts from no- This is not spam and has been sent from our HR/Payroll system, Rippling.

If you are selected to move forward in the process, we will contact you directly.

We kindly ask that you do not reach out to inquire about the status of your application.

Due to the volume of submissions, we are unable to respond to individual application status requests.

AA/EEO Statement:

Tort Experts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This applies to all terms and conditions of employment.

Required Skill Profession

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