Training and Documentation Specialist

About the role:

We are 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 & Documentation (T&D) Specialist partners closely with T&D counterparts embedded within our BPO organizations to ensure alignment on curriculum, content quality, and execution. The role also serves Branch’s internal teams, including Enterprise Support and Onboarding, by maintaining relevant training, documentation, and Help Center materials while driving adoption of best practices.

Our Help Center does double duty. It answers customers directly and also feeds the knowledge base behind our AI support assistant, which means the way an article is written and structured has a direct effect on how well automated support performs. Someone who understands how to write clear, well-structured, retrievable content will have a high impact.

Responsibilities include, but are not limited to:

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• Run regular content audits to catch outdated, duplicative, or conflicting material before it creates errors for agents or the AI assistant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

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. You notice the gap before anyone points it out, and you take ownership from idea through execution.

Nice to have:

• Experience designing digital training content using modern authoring tools and platforms (e.g., interactive course builders, LMS-integrated content, video-based learning)
• Experience producing video or screen capture walkthrough