Training and Documentation Specialist

Our client operates within the financial services industry, focused on empowering workers with greater financial freedom. It provides accessible financial services designed to accelerate payments and improve financial flexibility for working Americans. The company emphasizes inclusive, transparent, and frictionless financial products while fostering a culture that values diverse perspectives, innovation, and positive customer impact.

About the Role

The Training and Documentation Specialist manages training and documentation resources that support business process outsourcing (BPO) partners and internal support teams. This role helps ensure consistent and accurate service delivery by maintaining training curricula, support documentation, and knowledge resources. The position also contributes to improving customer self-service and AI-assisted support through clear, structured, and searchable content.

Responsibilities

• Develop, revise, and maintain training and documentation materials across support channels.
• Manage courses and enrollments within the learning management system (LMS) for internal teams and prepare training materials for BPO partners.
• Collaborate with BPO training specialists to standardize and improve training delivery.
• Create and maintain Zendesk macros and Help Center articles optimized for customer self-service and AI retrieval.
• Maintain support handbooks and process documentation in Confluence.
• Conduct regular content audits to identify and resolve outdated, duplicate, or conflicting information.
• Coordinate with internal departments to align training initiatives with organizational priorities.
• Analyze skill gaps and support metrics to identify and prioritize training needs.
• Partner with the Knowledge Specialist to address content gaps identified through AI support metrics.
• Facilitate live training sessions and onboarding activities as needed.

Requirements

• Minimum of 3 years of experience in training, documentation, quality assurance, support operations, or a related field.
• Ability to create clear and engaging training content using instructional design or adult learning principles.
• Experience with LMS platforms, including course development and enrollment management.
• Proficiency with documentation and knowledge-management tools such as Confluence and Zendesk Knowledge.
• Strong organizational and project management skills.
• Ability to create content optimized for AI retrieval using consistent terminology, logical structure, and clear language.
• Familiarity with AI tools for content creation and editing, with strong attention to accuracy and validation.
• Excellent written and verbal communication skills, with a strong focus on tone and clarity.
• Proactive and self-directed approach with a focus on continuous process improvement.

Nice to Have

• Experience designing digital training content using modern authoring tools.
• Experience creating video or screen-capture walkthroughs.

Pay

Base salary range of $60,000 to $68,000, with compensation varying based on experience, skills, qualifications, and other relevant factors.

Benefits & Perks

• Market-leading medical, dental, and vision insurance.
• Stock options.
• Free premium-tier financial wellness subscription.
• Monthly home-office stipend.
• 401(k) retirement plan.
• 12 weeks of paid parental leave for birthing and non-birthing parents.
• Flexible time off plus sick and safe time.
• 11 paid company holidays.
• Same-day pay option.