Job Description
The Senior Instructional Designer at Samsara is responsible for creating engaging training programs and materials to improve the performance of customer support agents, leveraging data and AI tools to develop scalable learning solutions that enhance customer experience and operational efficiency.
Key Responsibilities
- Lead the planning and delivery of complex training programs by collaborating with leadership and stakeholders to identify needs and develop strategies.
- Design and develop engaging multimedia learning assets, including guides, videos, SOPs, and assessments, tailored to diverse support audiences.
- Conduct needs assessments and scope learning initiatives aligned with business goals, using data to measure impact and improve programs.
- Collaborate with cross-functional teams to create scalable training content and resources, ensuring alignment with operational priorities.
- Utilize AI tools to enhance training development, personalization, and automation, continuously iterating based on KPIs such as CSAT, resolution time, and deflection.
Requirements
- Minimum of 5 years of instructional design experience, preferably supporting global customer support teams such as frontline agents, technical specialists, and support leaders.
- Proven ability to learn and translate complex support tools and processes into clear, engaging training across multiple formats including eLearning, video, SOPs, and role-based scenarios.
- Strong written and verbal communication skills in both English, with a focus on simplifying technical concepts for diverse audiences.
- Experience using Learning Management Systems and familiarity with tools used to create and deliver scalable training.
- Analytical mindset with the ability to connect learning outcomes to support KPIs such as CSAT, resolution time, and deflection, and to iterate training based on data.
- Comfortable using or exploring AI tools to enhance training development, personalization, or automation.
- Exceptional attention to detail and strong organizational skills with a track record of managing multiple initiatives simultaneously.
- Experience in a high-growth SaaS environment with the ability to adapt learning programs to evolving products and support models.
- Familiarity and curiosity for using AI tools such as ChatGPT, Synthesia, Descript to develop or iterate on learning content in a fast-paced, evolving environment.
- Instructional design certifications or advanced education in learning sciences, technical communication, or a related field.
- Experience creating assets across formats including e-learning, video, audio, workshops, and hands-on exercises.
Benefits & Perks
Competitive compensation with above-market total pay, including base salary, performance-based bonus, and equity
Flexible remote work options with support for in-person, hybrid, or fully remote arrangements
Comprehensive health and parental leave plans
Professional development stipend
Ready to Apply?
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