Remote Training & Documentation Specialist

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

Benefits offered by this job

Market-leading medical, dental, and視on

Stock options

Monthly home-office stipend

401k (TransAmerica)

12-weeks paid parental leave for birth

Flexible time off + sick and safe time

11 paid company holidays

Branch@Branch Same Day Pay Option

Identity Verification

Job summary

Branch is seeking a motivated Training and Documentation Specialist to own training and documentation across support channels, collaborating with BPO partners and internal teams. The role focuses on clear, well-structured content for customer self-service and AI-assisted resolution, aligning curriculum and best practices across the organization.

The position emphasizes living documentation, course development in LMS, and ongoing content optimization using AI tools to ensure accuracy and

Qualifications

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

Documentation

QA experience

Support operations

AI content drafting

Tools

LMS platforms

Confluence

Zendesk Knowledge

Job description

Branch is seeking a motivated Training and Documentation Specialist to own training and documentation across support channels, collaborating with BPO partners and internal teams. The role focuses on clear, well-structured content for customer self-service and AI-assisted resolution, aligning curriculum and best practices across the organization.

The position emphasizes living documentation, course development in LMS, and ongoing content optimization using AI tools to ensure accuracy and