--- title: 'Training and Documentation Specialist at Branch' canonical: 'https://feeny.ai/job/training-and-documentation-specialist-branch-united-states-nxebn3pzpek9' type: 'job' last_seen: '2026-09-11' --- # Training and Documentation Specialist at Branch - **Company:** Branch - **Location:** United States - **Work type:** remote - **Posted:** 2026-08-12 - **Last confirmed live:** 2026-09-11 - **Apply:** https://job-boards.greenhouse.io/branch/jobs/7860890003 ## Job description About us: 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. We’re committed to building and delivering more inclusive, transparent, and frictionless financial products. Our goal of empowerment extends to our own employees, too. Have a great idea? Share it today and it might just get implemented tomorrow. As a member of our team, your voice and creativity matter—and they can directly impact our products, company, and culture. We not only focus on attracting great talent from across the country, but also on building teams that help that talent thrive. That means valuing a diversity of opinions and working styles, while creating a shared belief in innovation, initiative, and winning together. Come join our team as we develop new ways to improve the lives of working Americans. 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 Compensation: The base salary range for this role is $60-68k. The salary range displayed reflects an average base salary range for the position across all the U.S. 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. Location: This position is classified as REMOTE within the United States of America. We are unable to hire candidates located outside of the domestic U.S. 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 Identity Verification As part of our application process, you'll receive a separate email from Greenhouse shortly containing a unique identity verification link. This step, powered by Persona, helps us confirm applicant identities and keep our hiring process secure for everyone. Upon identity verification, all biometric data is deleted. If you need support completing this application, please reach out to Careers@branchapp.com 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.  Learn more about what we do in this [video](https://cdn.bfldr.com/CUTY2K5N/as/jrr3hk6csnwjhrx8phg6ppnj/The_Branch_Manifesto)! 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. Learn more about our culture, approach, technology, and people here: https://www.branchapp.com/about 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 third-parties, please. View how Branch collects your personal data [here](https://www.branchapp.com/legal/ccpa). ## About Branch ## Company Overview - **One-liner**: Branch International delivers world-class financial services—including loans, savings, investments, bill payments, and money transfers—to the mobile generation in emerging markets, using machine learning to assess creditworthiness via smartphone data. - **Entity Type**: Private (Series C; total funding ~$274.3M) - **Headquarters**: San Francisco, California, United States - **Founded**: 2015 - **Founders**: Matt Flannery (Co-Founder & CEO), Daniel Jung (Co-Founder & Chief Product Officer), Premal Shah (Co-Founder & President) ## Core Business - **Primary industry/industries**: Financial Services / Fintech (Digital Lending, Mobile Banking) - **Target customers**: B2C — underserved and unbanked individuals in emerging markets (Africa and India); also serves as a digital banking platform for the mobile generation - **Mission or purpose statement**: “To deliver world-class financial services to the mobile generation.” The company believes everyone, everywhere deserves fair financial access. ## Products & Services - **[Branch Wallet]**: A gateway to Branch’s suite of digital banking services — send and receive funds with no hidden charges, pay bills, earn bonuses and rewards. - **[Branch Loans]**: Instant, collateral-free loans (the flagship product) — credit decisions made via proprietary machine learning algorithms that analyze smartphone data. - **[Branch Savings & Investments]**: High-yield savings and investment products available to millions of customers with a few clicks. - **[Branch Debit Card]**: Launched in Nigeria (expanding to other markets), enabling reliable payments, ATM withdrawals with no charges. - **[Money Transfers & Bill Pay]**: Send and receive funds, pay everyday bills directly from the Branch app. ## Market Standing - **Valuation**: Not publicly disclosed - **Key Metrics**: - **Annual Revenue**: $104.0M (LinkedIn estimate, private company) - **Total Funding**: $274.3M (10 prior funding rounds) - **Scale**: Over 100M downloads across Africa and India; 20M+ customers; 3B+ dollars disbursed; 75M+ loans issued - **Notable Investors/Partners**: Leading Silicon Valley firms (specific names not listed in source materials but cited as “leading Silicon Valley firms”) - **Growth Signals**: - 331 employees (+19.1% YoY / +72 people) - Operates in 10 countries (incl. India, Nigeria, Kenya, Canada, UK, and more) - Profitable business model, multiple funding rounds secured - Recently launched debit card in Nigeria; expanding to other markets - Statement: “Now it’s time to scale exponentially” ## Competitive Advantages - **Data science moat**: Proprietary machine learning algorithm determines creditworthiness using smartphone data, bypassing traditional credit bureaus and collateral requirements — enables instant lending in markets with little to no credit history. - **First-mover & scale**: Over 100M downloads, 20M+ customers across multiple emerging markets; dominant position in Kenya, Nigeria, and India. - **Founding team pedigree**: CEO Matt Flannery and President Premal Shah co-founded Kiva.org (the pioneering microfinance platform), giving deep domain expertise and credibility. - **Lean, data-driven culture**: “Driven by data” and “fearless in the face of barriers” — engineering- and analytics-heavy approach. ## Strategic Focus - **Geographic expansion**: Growing existing markets and entering new ones; debit card rollout beyond Nigeria. - **Product expansion**: Widening the wallet from lending to full-service digital banking (savings, investments, payments, cards). - **Scaling the team**: “Now it’s time to scale exponentially”; hiring across engineering, data, product, sales, marketing, security, and legal roles. - **Deepening AI/ML**: Continuing to refine credit models and expand the use of data science for financial inclusion. ## Why Work Here - **Culture**: Certified **Great Place to Work®** based on employee feedback. Core values: “Think Big, Move Fast, Win Together.” Data-driven, customer-obsessed, and mission-driven. - **Work model**: Many US roles are **remote-first** (e.g., Senior Data Engineer, Cloud Operations Engineer, Software Engineer, Sales Engineer, Marketing roles). Some roles require hybrid presence (e.g., Sales Development Representative in Tampa, FL). - **Global exposure**: Offices in San Francisco, Lagos, Nairobi, Mumbai, and Bangalore — employees “work in exciting places and meet people from all over the globe.” - **Perks**: Unlimited time off, discretionary travel to global offices, equity, interesting work with tangible social impact. - **Engineering culture**: “Our teams are lean and agile which means every person not only contributes but can leave a lasting mark.” — teams build products that directly improve the financial lives of real customers. - **Impact**: Work directly on financial inclusion — “designing financial services that impact real people, communities and economies.” ## Sources 1. [Branch International – Homepage](https://branch.co/) 2. [Branch International – Careers](https://branch.co/careers) 3. [Branch International – About](https://branch.co/about-us) 4. [Branch – Greenhouse Job Board](http://job-boards.greenhouse.io/branch) 5. [Branch International – LinkedIn](https://www.linkedin.com/company/branch-co) ## Other roles at Branch - [Senior Accountant](https://feeny.ai/job/senior-accountant-branch-united-states-zs2yfqvta36b) — United States - [Cloud Operations Engineer](https://feeny.ai/job/cloud-operations-engineer-branch-united-states-9yptpv7jcwvv) — United States - [Enterprise Account Executive, Marketplaces](https://feeny.ai/job/enterprise-account-executive-marketplaces-branch-united-states-fc3vaehm6pfb) — United States - [Senior Enterprise Engineer](https://feeny.ai/job/senior-enterprise-engineer-branch-united-states-8gxgn78xh2h8) — United States - [Enterprise Engineer](https://feeny.ai/job/enterprise-engineer-branch-united-states-wzze252mkw4b) — United States - [Senior Software Engineer, Platform](https://feeny.ai/job/senior-software-engineer-platform-branch-united-states-mm7ysadmek3w) — United States