The opportunity
Branch is on a mission to empower workers with financial freedom. We do this by helping companies accelerate payments and providing working Americans with accessible, free financial services.
What you'll do
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Run regular content audits to catch outdated, duplicative, or conflicting: material before it creates errors for agents or the AI assistant
What they're looking for
- 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
