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Job Description
The role involves designing and delivering engaging training programs to enhance the performance of Samsara's customer support teams, utilizing various multimedia formats and AI tools, to improve customer satisfaction and operational efficiency 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 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.
- Collaborate with cross-functional teams to ensure training programs support operational and customer support objectives.
- Utilize AI tools and other technologies to enhance training development, personalization, and automation.
- Manage multiple training initiatives simultaneously, ensuring quality and alignment with organizational priorities.
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 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.
- 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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