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Job Description
The role involves designing and delivering engaging training programs to improve the performance of Samsara's customer support teams, utilizing multimedia assets and AI tools, to enhance customer experience and support KPIs in a fast-paced, global 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 and deliver scalable training content for diverse global support audiences, including technical, non-technical, and leadership teams.
- Utilize data and KPIs to evaluate training impact and iterate content for continuous improvement.
- Identify operational problems and develop processes, tools, and dashboards to scale solutions and mitigate risks.
- Partner with cross-functional teams to ensure alignment and effective communication of training initiatives.
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 at once.
- Experience in a high-growth SaaS environment with a proven 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.
- Experience creating assets across formats including e-learning, video, audio, workshops, and hands-on exercises.
- Ability to conduct needs assessments, develop comprehensive program strategies, roadmaps, and plans, and report on results with data to measure learning impact and iterate for improvement.
- Ability to collaborate across teams and stakeholders to design creative and engaging training for technical, non-technical, and leadership audiences, including instructional materials such as guides, scripts, activities, and assessments.
- Strong business acumen and a passion for building scalable learning solutions that support customer success and operational efficiency.
- Ability to lead the end-to-end planning and delivery of complex programs by partnering with leadership and stakeholders to facilitate needs assessments and strategy development.
- Ability to develop and manage the delivery of scalable content and resources while continuously fostering a culture of continuous improvement.
- Willingness to work remotely from Mexico and meet any location-specific requirements if applicable.
Benefits & Perks
Full time employment with a competitive total compensation package
Employee-led remote and flexible working options
Health benefits
Inclusive work environment with accommodations for persons with disabilities
Opportunities for career growth and mastery in a hyper-growth environment
Work in a diverse, collaborative team with access to top professionals
Ready to Apply?
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