Job Description

We are seeking a motivated and detail-oriented Training and Documentation Specialist to join our Support team. This role is critical in developing, managing, and improving the training and documentation resources that empower our BPO partners and internal support teams.

The Training & Documentation (T&D) Specialist partners closely with T&D counterparts embedded within our BPO organizations to ensure alignment on curriculum, quality, and execution. This role also serves Branch’s internal teams—including Admin Support, Fraud Operations, Onboarding, and Disputes—by maintaining relevant training materials and driving adoption of best practices. Fraud and Disputes teams have their own dedicated T&D roles, but this position will interface with them regularly to ensure cohesion and knowledge sharing across all support functions.

Key Responsibilities

• Own the creation, revision, and maintenance of documentation and training materials across support channels.
• Lead new hire onboarding and facilitate continuing education initiatives for BPO and internal support teams.
• Partner with BPO-based T&D specialists to ensure training is standardized, effectively delivered, and consistently updated.
• Coordinate closely with internal departments (Admin Support, Fraud, Onboarding, Disputes) to meet training needs and align on quality assurance goals.
• Perform skill gap analyses and use support metrics (e.g., CSAT, reopen rate, article votes) to inform training priorities.
• Update Zendesk macros and Help Center articles to ensure information is accurate, up-to-date, and aligned with current support processes.
• Translate findings from QA and training into actionable feedback and coaching opportunities.
• Track CSAT trends and agent performance to improve support outcomes.
  Create, manage, and deliver training content through our Learning Management System (Docebo), as well as other delivery channels as appropriate.
  Maintain intake systems and tracking for documentation and training requests.

Qualifications

• 2+ years of experience in training, documentation, QA, or support operations (BPO experience a plus).
• Demonstrated ability to build clear, engaging training content for diverse audiences.
• Proficiency with Zendesk and documentation platforms (e.g., Confluence, Zendesk Guide).
• Strong project management and organizational skills; able to balance multiple initiatives.
• Excellent communication skills—written, verbal, and visual—with attention to tone and clarity.
• Experience with Docebo or similar LMS platforms and learning content creation required.
• A self-starter mindset with a passion for process improvement and operational excellence.

Compensation :

The base compensation range for this role is 55k – 65k. The salary range displayed reflects an average base salary range for the position across all the US. 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. The base salary range listed excludes commission/ variable compensation/ bonus/ equity or benefits.

Benefits: 

• Remote-first work environment (domestic USA)
• Branch-paid medical, dental, and vision insurance
• Equity
• 401k
• Flexible time off
• Paid company holidays
• Paid parental leave (eligible after 6 months of employment)

Working at Branch

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.

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.

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.

Must be currently authorized to work in the USA without sponsorship or transfer. No 3rd-parties, please.

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