Manager of Training and Documentation

Branch is on a mission to help working Americans grow financially. We do this by helping companies accelerate payments and empower working Americans with accessible, fee-free financial services. We’re committed to building and delivering more inclusive and transparent financial products.

Come join our team as we develop new ways to improve the lives of working Americans. Our mission starts with empowering our own employees. Have a great idea? Share it today and it might just get implemented tomorrow. As a team member at Branch, your voice and creativity can directly impact the product and company. We not only attract great talent from across the country, but also build teams to help that talent to thrive. That means valuing a diversity of opinions and working styles, while creating a shared belief in innovation, initiative, and winning together.

We are looking for a motivated, well organized Manager of Training and Documentation to help lead the responsibilities for onboarding, continued education, and documentation resources, both internal and external, for the Support team at Branch. The Manager of Training and Documentation will also assist in oversight of Quality Assurance audits for the Support department to ensure adoption and execution of training and processes. They must enjoy putting order to chaos in a high-energy work environment. Must be adaptable, have strong deductive reasoning, and the ability to work on their own as well as operate within a team. Strong verbal communication and interpersonal skills are a must.

 

Responsibilities include, but are not limited to:

  • Act as point of contact for the Support Training and Documentation team through ingestion, delegation, and management of any new or ongoing tasks
  • Facilitate skill gap analysis for the ideation & creation of continued development courses
  • Organize investigation into the accuracy and efficacy of email templates, documentation, and self resolution tools through metrics such as CSAT, reopen rates, and article votes
  • Ensure routine update of internal and external resources for Support team with an emphasis on brand voice
  • Facilitation of new hire onboarding and continued education content via classroom-style learning, 1:1 coaching, and hands-on training
  • Zendesk administration work such as creation of new self resolution tools, macros, etc.
  • Work with Support leaders to coordinate short and long-term strategies for effectively maintaining training for their teams
  • Develop and continued curation of learning courses into a Learning Management System (LMS)
  • Manage Quality Assurance audits to ensure all members of Support personnel are following company best practices and standards
  • Analysis of QA and Training data to identify and resolve needed areas of improvement
  • Identify trends in CSAT scores and how to better coach/train agents
  • Lead team of Training and Documentation, developing members, delegating tasks, and providing strategic vision for the team

 

 Qualifications:

  • 5+ years of related job experience, training and documentation experience preferred
  • 2+ years of experience in a people management role
  • Strong written and verbal communication skills 
  • Analytical and problem-solving skills
  • Program/Project management skills - including attention to detail, keeping multiple tasks/projects on track, and excellent time management
  • Experience with Zendesk or another similar CRM platform
  • Experience with Jira/Confluence or similar software
  • Proven passion for learning and development - you are a perpetual learner who is energized by learning new information and excited about fostering an environment of continual growth
  • Experience with G Suite or Microsoft Office Products
  • Fluency in learning management systems and creation of content

Benefits: 

  • Work from anywhere 
  • Branch-paid medical, dental, and vision insurance 
  • Equity
  • 401k
  • Flexible time off
  • Paid company holidays
  • Paid parental leave

Working at Branch

Headquartered in Minneapolis but with employees located all throughout the US, 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.

Our teamwork has enabled us to become an award-winning fintech company, with Branch’s innovation and workplace recognized across industries. Branch has been honored by the Webby Awards, Benzinga Fintech Awards, Fintech Breakthrough Awards, the Star Tribune’s Top Workplaces, and EY Entrepreneur of the Year, Heartland, among others.  

Learn more about our culture, approach, technology, and people here: https://www.branchapp.com/culture 

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.

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