Training and Documentation Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $60k - $68k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

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Branch

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2014

💼 Consulting

📣 Marketing

🔌 API

💰 $282M Series F on 2022-02

Consulting • Marketing • API

Branch is a mobile growth company that provides a comprehensive growth platform designed to maximize the value of digital strategies. Their services focus on improving customer engagement, optimizing advertising performance through sophisticated attribution, and ensuring compliance with data protection regulations. Serving over 100,000 companies from startups to Fortune 500 brands, Branch helps businesses create seamless user experiences across various channels, drive conversions, and achieve significant growth in mobile apps and engagement metrics.

📋 Description

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handbooks and process documentation in Confluence as a single source of truth • Run regular content audits to identify outdated, duplicative, or conflicting material • Coordinate with Enterprise Support and Onboarding to meet training needs and align priorities • Perform skill gap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

🎯 Requirements

• 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 Confluence and Zendesk Knowledge • Strong project management and organizational skills, with ability to balance multiple initiatives independently • Experience writing content optimized for AI retrieval, including article chunking, consistent terminology, and eliminating ambiguity • Experience using AI tools for drafting, editing, and content maintenance, with judgment to verify accuracy before publication • Excellent communication skills, with attention to tone and clarity • Self-starter mindset and passion for process improvement and operational excellence • Must be currently authorized to work in the USA without sponsorship or transfer • Nice to have: experience designing digital training content with modern authoring tools and platforms • Nice to have: experience producing video or screen capture walkthroughs

🏖️ Benefits

• Market-leading medical, dental, and vision insurance • Stock options • Free Premium-Tier Origin Financial Wellness subscription • Monthly home-office stipend • 401k (TransAmerica) • 12-weeks paid parental leave for birthing and non-birthing parents • Flexible time off + sick and safe time • 11 paid company holidays • Branch@Branch Same Day Pay Option