Training and Documentation Specialist

Job Description

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• Run regular content audits to catch outdated, duplicative, or conflicting material before it creates errors for agents or the AI assistant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

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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