Training and Documentation Specialist at Branch
United States
$60k - $68k
<p data-renderer-start-pos="1"><strong data-renderer-mark="true">About us:</strong></p> <p data-renderer-start-pos="12">Branch is on a mission to empower workers with financial freedom. We do this by helping companies accelerate payments and providing working Americans with accessible, free financial services. We’re committed to building and delivering more inclusive, transparent, and frictionless financial products.</p> <p data-renderer-start-pos="314">Our goal of empowerment extends to our own employees, too. Have a great idea? Share it today and it might just get implemented tomorrow. As a member of our team, your voice and creativity matter—and they can directly impact our products, company, and culture. </p> <p data-renderer-start-pos="576">We not only focus on attracting great talent from across the country, but also on building teams that help that talent thrive. That means valuing a diversity of opinions and working styles, while creating a shared belief in innovation, initiative, and winning together.</p> <p data-renderer-start-pos="847">Come join our team as we develop new ways to improve the lives of working Americans.</p> <p data-renderer-start-pos="1"><strong data-renderer-mark="true">About the role:</strong></p> <p>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.</p> <p>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.</p> <p>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.</p> <p><strong>Responsibilities include, but are not limited to:</strong></p> <ul> <li>Own the creation, revision, and maintenance of documentation and training materials across support channels</li> <li>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</li> <li>Partner with BPO-based T&D specialists to ensure training is standardized, effectively delivered, and consistently updated</li> <li>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</li> <li>Maintain support handbooks and process documentation in Confluence as a reliable single source of truth</li> <li>Run regular content audits to catch outdated, duplicative, or conflicting material before it creates errors for agents or the AI assistant</li> <li>Coordinate closely with internal departments (Enterprise Support, Onboarding) to meet training needs and align on priorities</li> <li>Perform skill gap analyses and use support metrics such as CSAT, reopen rate, and article votes to inform training priorities</li> <li>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</li> <li>Facilitate live training sessions and new hire onboarding as needed</li> </ul> <p><strong>Qualifications:</strong></p> <ul> <li>3+ years of experience in training, documentation, QA, or support operations</li> <li>Demonstrated ability to build clear, engaging training content for diverse audiences, grounded in instructional design or adult learning principles</li> <li>Experience with LMS platforms, including course building, enrollment, and learning content creation</li> <li>Proficiency with documentation platforms such as Confluence and Zendesk Knowledge</li> <li>Strong project management and organizational skills, with the ability to balance multiple initiatives independently</li> <li>Experience writing content optimized for AI retrieval, including structuring articles for chunking, maintaining consistent terminology, and eliminating ambiguity</li> <li>Experience using AI tools to accelerate drafting, editing, and content maintenance, paired with the judgment to verify accuracy before anything is published</li> <li>Excellent communication skills, with attention to tone and clarity</li> <li>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.</li> </ul> <p><strong>Nice to have:</strong></p> <ul> <li>Experience designing digital training content using modern authoring tools and platforms (e.g., interactive course builders, LMS-integrated content, video-based learning)</li> <li>Experience producing video or screen capture walkthrough</li> </ul> <p data-renderer-start-pos="1033"><strong data-renderer-mark="true">Compensation:</strong></p> <p data-renderer-start-pos="1048">The base salary range for this role is <span class="fabric-background-color-mark" data-renderer-mark="true" data-background-custom-color="#fedec8">$60-68k. </span>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. </p> <p data-renderer-start-pos="1365"><strong data-renderer-mark="true">Location:</strong></p> <p data-renderer-start-pos="1376">This position is classified as REMOTE<strong data-renderer-mark="true"> </strong>within the United States of America.</p> <p data-renderer-start-pos="1452"><em data-renderer-mark="true">We are unable to hire candidates located outside of the domestic U.S.</em></p> <p data-renderer-start-pos="1523"><strong data-renderer-mark="true">Benefits: </strong></p> <ul> <li data-renderer-start-pos="1537">Market-leading medical, dental, and vision insurance </li> <li data-renderer-start-pos="1594">Stock options</li> <li data-renderer-start-pos="1611">Free Premium-Tier Origin Financial Wellness subscription</li> <li data-renderer-start-pos="1671">Monthly home-office stipend</li> <li data-renderer-start-pos="1702">401k (TransAmerica)</li> <li data-renderer-start-pos="1725">12-weeks paid parental leave for birthing and non-birthing parents</li> <li data-renderer-start-pos="1795">Flexible time off + sick and safe time</li> <li data-renderer-start-pos="1837">11 paid company holidays</li> <li data-renderer-start-pos="1837">Branch@Branch Same Day Pay Option</li> </ul> <p data-renderer-start-pos="1865"><strong data-renderer-mark="true">Identity Verification<br><br></strong>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. </p> <p>Upon identity verification, all biometric data is deleted. If you need support completing this application, please reach out to Careers@branchapp.com</p> <p data-renderer-start-pos="1865"><strong data-renderer-mark="true">Working at Branch</strong></p> <p data-renderer-start-pos="1884">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 <a class="_mizu1p6i _1ah3dkaa _ra3xnqa1 _128mdkaa _1cvmnqa1 _4davt94y _4bfu1r31 _1hms8stv _ajmmnqa1 _vchhusvi _kqswh2mm _syaz14q2 _ect41gqc _1a3b1r31 _4fpr8stv _5goinqa1 _f8pj14q2 _9oik1r31 _1bnxglyw _jf4cnqa1 _30l314q2 _1nrm1r31 _c2waglyw _1iohnqa1 _9h8h16c2 _1053w7te _1ienw7te _n0fxw7te _1vhvg3x0" href="https://cdn.bfldr.com/CUTY2K5N/as/jrr3hk6csnwjhrx8phg6ppnj/The_Branch_Manifesto" data-renderer-mark="true"><u data-renderer-mark="true">video</u></a>!</p> <p data-renderer-start-pos="2212">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. </p> <p data-renderer-start-pos="2569">Learn more about our culture, approach, technology, and people here: <span data-inline-card="true" data-card-url="https://www.branchapp.com/about" data-annotation-inline-node="true" data-annotation-mark="true" data-renderer-start-pos="2638"><span class="loader-wrapper"><span class="hover-card-trigger-wrapper" data-testid="hover-card-trigger-wrapper"><a class="_1yt4x7n9 _2rko12b0 _v56415x0 _1e0c1nu9 _16d9qvcn _syaz14q2 _1rkwglyw _4cvx15qp _19it7r9e _bfhkhp5a _1a3b1r31 _4fprglyw _5goinqa1 _9oik1r31 _1bnxglyw _jf4cnqa1 _1nrm1r31 _c2waglyw _1iohnqa1 _uizt1kdv _nt751r31 _49pcglyw _1hvw1o36 _1372tlke _7ehi1s3c _1j5pglyw _1di6fg4m" href="https://www.branchapp.com/about" data-testid="inline-card-resolved-view">https://www.branchapp.com/about</a></span></span></span></p> <p data-renderer-start-pos="2642"> </p> <p data-renderer-start-pos="2645"><em data-renderer-mark="true">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.</em></p> <p data-renderer-start-pos="2891"><em data-renderer-mark="true">Must be currently authorized to work in the USA without sponsorship or transfer.</em></p> <p data-renderer-start-pos="2973"><em data-renderer-mark="true">No third-parties, please.</em></p> <p data-renderer-start-pos="3000"><em data-renderer-mark="true"><u data-renderer-mark="true">View how Branch collects your personal data </u></em><a class="_mizu1p6i _1ah3dkaa _ra3xnqa1 _128mdkaa _1cvmnqa1 _4davt94y _4bfu1r31 _1hms8stv _ajmmnqa1 _vchhusvi _kqswh2mm _syaz14q2 _ect41gqc _1a3b1r31 _4fpr8stv _5goinqa1 _f8pj14q2 _9oik1r31 _1bnxglyw _jf4cnqa1 _30l314q2 _1nrm1r31 _c2waglyw _1iohnqa1 _9h8h16c2 _1053w7te _1ienw7te _n0fxw7te _1vhvg3x0" href="https://www.branchapp.com/legal/ccpa" data-renderer-mark="true"><em data-renderer-mark="true"><u data-renderer-mark="true">here</u></em></a><em data-renderer-mark="true"><u data-renderer-mark="true">.</u></em></p>
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