Remote Training & Documentation Specialist

Midwest Startups; Northern (KY); Hybrid; USD 60,000 - 68,000; Full time

Benefits offered by this job

Market-leading health insurance

Stock options

Wellness subscription

Home-office stipend

401k

Parental leave (12 weeks)

Flexible time off

11 paid holidays

Same Day Pay option

Job summary

Branch seeks a Training and Documentation Specialist to own training materials and Help Center content for support channels and AI-enabled services. You will work with BPO partners and internal teams to deliver standardized, high-quality training and documentation.

The role emphasizes instructional design, LMS course development, and collaboration across departments to ensure accurate, clear, and retrievable content.

Qualifications

• 3+ years of experience in training, documentation, QA, or support operations.
• Ability to build clear, engaging training content for diverse audiences.
• Experience with LMS platforms: course building, enrollment, and content creation.
• Proficiency with Confluence and Zendesk Knowledge.
• Strong project management and organizational skills.
• Experience writing content optimized for AI retrieval and structured for chunking.

Responsibilities

• Own creation, revision, and maintenance of documentation and training materials across support channels.
• Build and maintain courses in LMS; manage enrollments for internal teams; package training for BPO partners.
• Coordinate with BPO-based T&D specialists to standardize and update training.
• Write and maintain Zendesk macros and Help Center articles for self-service and AI resolution.
• Maintain handbooks and process docs in Confluence as single source of truth.
• Conduct content audits to remove outdated or conflicting material.
• Coordinate with Enterprise Support and Onboarding to meet training needs.
• Perform skill gap analyses using CSAT, reopen rate, and article votes to inform priorities.
• Partner with Knowledge Specialist to close content gaps surfaced by AI.
• Facilitate live training sessions and new hire onboarding as needed.

Skills

Instructional design

Adult learning principles

AI content drafting

Project management

Communication

Self-starter

Tools

LMS platforms

Confluence

Zendesk Knowledge

Job description

Branch seeks a Training and Documentation Specialist to own training materials and Help Center content for support channels and AI-enabled services. You will work with BPO partners and internal teams to deliver standardized, high-quality training and documentation.

The role emphasizes instructional design, LMS course development, and collaboration across departments to ensure accurate, clear, and retrievable content.