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Job Description
The role involves designing and delivering engaging training programs to enhance the performance of Samsara's global customer support teams, utilizing various multimedia formats and AI tools to improve customer experience and operational efficiency.
Key Responsibilities
- Lead the planning and delivery of complex training programs by collaborating with leadership and stakeholders to assess needs and develop strategies.
- Design and develop engaging training content, including instructional materials, multimedia assets, and assessments for diverse support audiences.
- Conduct needs analyses, scope learning initiatives, and establish KPIs aligned with business goals, using data to measure and improve learning impact.
- Create and deliver scalable training solutions across multiple formats such as eLearning, videos, SOPs, and role-based scenarios.
- Identify operational problems and develop processes, tools, and dashboards to scale solutions and mitigate risks.
- Facilitate training sessions and onboarding for new support agents, acting as a backup trainer when needed.
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 (e.g., 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 eLearning, video, audio, workshops, and hands-on exercises.
- Class facilitation or New Hire training experience.
Benefits & Perks
Competitive total compensation package
Employee-led remote and flexible working options
Health benefits
Flexible working model including in-person, hybrid, or remote work
Opportunities for career growth and skill development
Inclusive work environment with accommodations for disabilities
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