Training and Documentation Specialist

We are seeking a motivated and detail-oriented Training and Documentation Specialist to join our Support team. This role owns the training and documentation resources that enable our BPO partners and internal support teams to deliver accurate, consistent service.

The Training & Documentation (T&D) Specialist partners closely with T&D counterparts embedded within our BPO organizations to ensure alignment on curriculum, content quality, and execution. The role also serves Branch’s internal teams, including Enterprise Support and Onboarding, by maintaining relevant training, documentation, and Help Center materials while driving adoption of best practices.

Our Help Center does double duty. It answers customers directly and also feeds the knowledge base behind our AI support assistant, which means the way an article is written and structured has a direct effect on how well automated support performs. Someone who understands how to write clear, well-structured, retrievable content will have a high impact.

Responsibilities include, but are not limited to:

Own the creation, revision, and maintenance of documentation and training materials across support channels

Build and maintain courses in our LMS, manage enrollments for internal teams, and package training materials for BPO partners to deliver within their own systems

Partner with BPO-based T&D specialists to ensure training is standardized, effectively delivered, and consistently updated

Write and maintain Zendesk macros and Help Center articles with the accuracy, clarity, and structure required to serve both customer self-service and AI-assisted resolution

Maintain support handbooks and process documentation in Confluence as a reliable single source of truth

Run regular content audits to catch outdated, duplicative, or conflicting material before it creates errors for agents or the AI assistant

Coordinate closely with internal departments (Enterprise Support, Onboarding) to meet training needs and align on priorities

Perform skill gap analyses and use support metrics such as CSAT, reopen rate, and article votes to inform training priorities

Partner with our Knowledge Specialist, who owns AI performance metrics such as containment and resolution rate, to identify and close the content gaps that surface through automated support

Facilitate live training sessions and new hire onboarding as needed

Qualifications:

3+ years of experience in training, documentation, QA, or support operations

Demonstrated ability to build clear, engaging training content for diverse audiences, grounded in instructional design or adult learning principles

Experience with LMS platforms, including course building, enrollment, and learning content creation

Proficiency with documentation platforms such as Confluence and Zendesk Knowledge

Strong project management and organizational skills, with the ability to balance multiple initiatives independently

Experience writing content optimized for AI retrieval, including structuring articles for chunking, maintaining consistent terminology, and eliminating ambiguity

Experience using AI tools to accelerate drafting, editing, and content maintenance, paired with the judgment to verify accuracy before anything is published

Excellent communication skills, with attention to tone and clarity

A self-starter mindset with a passion for process improvement and operational excellence. You notice the gap before anyone points it out, and you take ownership from idea through execution.

Nice to have:

Experience designing digital training content using modern authoring tools and platforms (e.g., interactive course builders, LMS-integrated content, video-based learning)

Experience producing video or screen capture walkthrough

Compensation:

The base salary range for this role is $60-68k. The salary range displayed reflects an average base salary range for the position across all the U.S. The base salary offered to an applicant could be higher or lower based on each applicant's specific skill set, depth of experience, relevant education or training, etc.

Location:

This position is classified as REMOTE within the United States of America.

We are unable to hire candidates located outside of the domestic U.S.

Benefits:

Market-leading medical, dental, and vision insurance

Stock options

Free Premium-Tier Origin Financial Wellness subscription

Monthly home-office stipend

401k (TransAmerica)

12-weeks paid parental leave for birthing and non-birthing parents

Flexible time off + sick and safe time

11 paid company holidays

Branch@Branch Same Day Pay Option

Identity Verification

As part of our application process, you'll receive a separate email from Greenhouse shortly containing a unique identity verification link. This step, powered by Persona, helps us confirm applicant identities and keep our hiring process secure for everyone.

Upon identity verification, all biometric data is deleted. If you need support completing this application, please reach out to Careers@branchapp.com

Working at Branch

A remote-first company with employees located throughout the U.S., Branch emphasizes transparency, accountability, and trust to create a collaborative environment where our product, engineering, marketing, customer support, customer success, and sales teams can all thrive together.  Learn more about what we do in this video!

Our collaborative spirit has helped us become an award-winning FinTech company, with Branch’s innovation and workplace recognized across industries. Branch has been honored by Inc., the Webby Awards, Benzinga FinTech Awards, FinTech Breakthrough Awards, Top Workplaces USA, Great Places to Work, and EY Entrepreneur of the Year, Heartland, among others.

Learn more about our culture, approach, technology, and people here: https://www.branchapp.com/about

Branch is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Must be currently authorized to work in the USA without sponsorship or transfer.

No third-parties, please.

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