Remote Training & Documentation Lead

Branch App; Northern (KY); Hybrid; USD 60,000 - 68,000; Full time

Benefits offered by this job

Stock options

401k

Home-office stipend

Health insurance

Parental leave

Flexible time off

11 paid holidays

Branch Same Day Pay

Job summary

Branch is a remote-first fintech hiring a Training and Documentation Specialist to lead training materials, documentation, and LMS programs for both internal teams and BPO partners.

You will craft clear Help Center articles, run content audits, develop courses, and collaborate with Enterprise Support and Onboarding to align priorities. Experience with Confluence, Zendesk Knowledge, and AI-assisted content is highly valued.

Qualifications

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

Responsibilities

• 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.
• 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 accuracy, clarity, and structure.
• 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• Run regular content audits to catch outdated, duplicative, or conflicting material before it creates errors for agents or the AI assistant.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 with internal departments to meet training needs and align on priorities.
• Perform skill gap analyses and use CSAT metrics to inform training priorities.

Skills

Training content

Instructional design

LMS platforms

AI content

Tools

Confluence

Zendesk Knowledge

Job description

Branch is a remote-first fintech hiring a Training and Documentation Specialist to lead training materials, documentation, and LMS programs for both internal teams and BPO partners.

You will craft clear Help Center articles, run content audits, develop courses, and collaborate with Enterprise Support and Onboarding to align priorities. Experience with Confluence, Zendesk Knowledge, and AI-assisted content is highly valued.