AI Enablement & Knowledge Specialist

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:

The AI Enablement & Knowledge Specialist will lead Branch’s AI-first content strategy, ensuring all internal, external, and bot-specific content maintains accuracy, consistency, and is optimized for automation. This role will partner closely with SMEs, Project Associates, and the AI Systems & Automation Specialist to create, govern, and maintain a centralized AI knowledge base that powers automated resolutions across all support channels.

The ideal candidate is a content governance expert who understands both customer experience and AI optimization, with a proven ability to connect people, processes, and technology for maximum operational impact.

Responsibilities include, but are not limited to:

Content Governance & Standards

• Maintains and optimizes the AI knowledge base, ensuring content formats, tone, and metadata are consistent across departments alongside the CX operations teams
• Develop and enforce governance standards for AI-ready content
• Maintain centralized templates and tagging protocols for all SOPs, playbooks, and learning materials

Collaboration & Facilitation

• Partner with SMEs and Project Associates to guide content creation using AI-enabled tooling
• Support content production across all teams while remaining hands-on for bot-specific SOPs and playbooks
• Work with the AI Systems & Automation Specialist to ensure knowledge content is operationalized within AI solution and automated workflows

AI-First Content Strategy

• Lead the integration of AI into onboarding, SOP creation, and microlearning processes
• Work with AI Systems and Automation Specialist to review AI data for accuracy and accessibility
• Contribute with CX operations on the development of data points for AI solution conversations

Performance Management & Optimization

• Monitor AI resolution rates, flagging knowledge gaps and working with SMEs to close them
• Use analytics to measure content performance and trigger updates for low-performing or outdated material

Qualifications:

• 5+ years in knowledge management or related operational roles
• Strong background in content governance, taxonomy, and metadata management
• Experience working with AI-powered knowledge platforms and automation tools
• Excellent facilitation skills for guiding SMEs and cross-functional contributors
• Strong project management and organizational skills, with attention to detail
• Familiarity with conversational AI optimization and chatbot/voice automation

Compensation:

The salary range for this role is $80-95k.

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

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!

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.

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