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Job Description
The role involves designing and delivering engaging training programs to enhance the performance of Samsara's customer support agents, utilizing various multimedia formats and AI tools, to improve customer experience and support KPIs in a fast-paced, global SaaS environment.
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 multimedia learning assets such as eLearning modules, videos, SOPs, and role-based scenarios.
- Conduct needs analyses to scope learning initiatives and establish KPIs aligned with business goals.
- Create comprehensive training content tailored for diverse global support audiences, including technical, non-technical, and leadership teams.
- Identify operational problems and develop scalable processes, tools, and dashboards to mitigate risks and improve support operations.
- Facilitate continuous improvement by measuring learning impact through KPIs like CSAT, resolution time, and deflection, and iterating content accordingly.
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 English, with the ability to simplify 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 multiple 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
Support for hybrid and remote work arrangements
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