Remote Training & Documentation Lead — Support & AI

Doist; United States; Remote; USD 60,000 - 68,000; Full time

Benefits offered by this job

Market-leading benefits

Stock options

Home-office stipend

401k

Job summary

Branch is 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 & D Specialist partners closely with T& D counterparts embedded within our BPO organizations to ensure alignment on curriculum, content quality, and execution.

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.

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• Run regular content audits to catch outdated, duplicative, or conflicting material before it creates errors for agents or the AI assistant.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

Skills

Training & Documentation

Instructional design

Project management

Communication

AI content writing

Self-starter

Tools

LMS platforms

Confluence

Zendesk Knowledge

AI tools

Job description

Branch is 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 & D Specialist partners closely with T& D counterparts embedded within our BPO organizations to ensure alignment on curriculum, content quality, and execution.