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Branch is seeking a Training and Documentation Specialist to join the Support team. This role owns the creation, maintenance, and delivery of training and documentation resources that enable BPO partners and internal support teams to deliver consistent, accurate service.
The specialist will partner closely with training counterparts embedded in BPO organizations to ensure curriculum alignment and content quality. The role also serves Branch's internal teams—Enterprise Support and Onboarding—by maintaining training materials, documentation, and Help Center content while driving adoption of best practices.
A key aspect of this role is understanding that Branch's Help Center serves dual purposes: it answers customers directly and feeds the knowledge base behind the company's AI support assistant. This means documentation must be written and structured to optimize both human readability and AI retrieval performance.
Key responsibilities include: owning creation and maintenance of documentation and training materials across support channels; building and maintaining courses in the LMS with proper enrollments and packaging for BPO delivery; partnering with BPO-based training specialists to ensure standardization and consistent updates; writing and maintaining Zendesk macros and Help Center articles with clarity and structure for both self-service and AI-assisted resolution; maintaining support handbooks and process documentation in Confluence as a single source of truth; running regular content audits to identify outdated or conflicting material; coordinating with internal departments on training needs; performing skill gap analyses using support metrics (CSAT, reopen rate, article votes); partnering with the Knowledge Specialist on AI performance metrics; and facilitating live training sessions and new hire onboarding as needed.
The ideal candidate has 3+ years of experience in training, documentation, QA, or support operations, with demonstrated ability to build clear, engaging training content grounded in instructional design or adult learning principles. Required skills include proficiency with LMS platforms, documentation platforms (Confluence, Zendesk Knowledge), strong project management and organizational abilities, and experience writing content optimized for AI retrieval. The candidate should be comfortable using AI tools to accelerate content work while maintaining accuracy, and should possess excellent communication skills with a self-starter mindset focused on process improvement and operational excellence.
