➡️ Apply here: Instructional Designer
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**Department:** Training and Quality
**Location:** Remote/Georgia
**Description**
**Role Overview**
We’re on the lookout for an Instructional Designer who can turn complex product changes into crystal-clear, agent-friendly training. You’ll work closely with Product, CX Ops, and Training teams to ensure agents are prepared for new features, policy changes, and process rollouts. This role is a critical bridge between Product Readiness and training content execution.
**Key Responsibilities**
**What You’ll Be Doing**
* Break down product updates and processes into simple, scannable, and engaging learning content (think slides, facilitator guides, eLearning, job aids, quick videos, walkthroughs).
* Partner with the Product team to stay ahead of upcoming releases and turn feature changes into digestible training content.
* Co-create with Trainers and SMEs to make sure learning is accurate and practical.
* Create engaging and clear training materials in line with our tone, tools, and branding.
* Keep the Content library and training materials tidy, consistent, and aligned with our voice and tools.
* Use feedback, quiz scores, and QA data to improve and iterate quickly.
**Ramp-Up Expectations**
We recognize that learning our tools, culture, and agent landscape takes time. Here’s what the ramp-up will look like:
* **Month 1:** Get to know our products, agent workflows, tools, and tone. Shadow live sessions, training sessions, product demos, and knowledge syncs.
* **Month 2–3:** Start co-owning content pieces, especially those tied to upcoming product changes. learning projects alongside our in-house IDs or trainers.
* **Month 4+:** Take the lead on full content projects — from brief to delivery — and become the go-to for anything instructional design in agent education.
**Skills, Knowledge & Expertise**
**Skills, Knowledge & Expertise**
* Excellent written **English and Arabic** with strong editing, formatting, and structuring skills
* At least **1 year in instructional design** and eLearning creation.
* **Hands-on experience with tools** like Figma, Canva, Articulate Rise/Storyline, Google Slides, and LMS platforms.
* Able to turn raw inputs (Slack threads, Notion docs, product specs) into structured learning content.
* Strong **writing and visual storytelling skills** — you know how to make complex things sound simple.
* Comfortable **working cross-functionally** — especially with Product, Tech, and Ops teams.
* Detail-oriented and process-driven, with the ability to maintain consistency and quality under pressure
* **Preferred Qualifications**
* **2+ years** overall in L&D, CX enablement, or content design (minimum 1 year in instructional design).
* Bonus if you’ve worked in **CX, product, or tech startups**.
* Experience with knowledge bases (like Notion, Zendesk, Helpjuice).
* Experience collaborating with training, QA, compliance, or product teams
* Experience supporting **multilingual teams** or agents with limited English proficiency is a plus.