Job Description

Department: Training and Quality Employment Type: Full Time Location: Remote Reporting To: Mariam Aerabe Description We’re on the lookout for an Instructional Designer who can turn complex product changes into crystal‑clear, agent‑friendly training. You’ll work closely with Product, CX Ops, and Training teams to ensure agents are prepared for new features, policy changes, and process rollouts. This role is a critical bridge between Product Readiness and training content execution. Key Responsibilities Break down product updates and processes into simple, scannable, and engaging learning content (think slides, facilitator guides, eLearning, job aids, quick videos, walkthroughs). Partner with the Product team to stay ahead of upcoming releases and turn feature changes into digestible training content. Co‑create with Trainers and SMEs to make sure learning is accurate and practical. Create engaging and clear training materials in line with our tone, tools, and branding. Keep the Content library and training materials tidy, consistent, and aligned with our voice and tools. Use feedback, quiz scores, and QA data to improve and iterate quickly. Ramp‑Up Expectations We recognize that learning our tools, culture, and agent landscape takes time. Here’s what the ramp‑up will look like: Month 1: Get to know our products, agent workflows, tools, and tone. Shadow live sessions, training sessions, product demos, and knowledge syncs. Month 2–3: Start co‑owning content pieces, especially those tied to upcoming product changes. Learning projects alongside our in‑house IDs or trainers. Month 4+: Take the lead on full content projects — from brief to delivery — and become the go‑to for anything instructional design in agent education. Skills, Knowledge & Expertise Excellent written English and Arabic with strong editing, formatting, and structuring skills At least 1 year in instructional design and eLearning creation. Hands‑on experience with tools like Figma, Canva, Articulate Rise/Storyline, Google Slides, and LMS platforms. Able to turn raw inputs (Slack threads, Notion docs, product specs) into structured learning content. Strong writing and visual storytelling skills – you know how to make complex things sound simple. Comfortable working cross‑functionally – especially with Product, Tech, and Ops teams. Detail‑oriented and process‑driven, with the ability to maintain consistency and quality under pressure. 2+ years overall in L&D, CX enablement, or content design (minimum 1 year in instructional design). Bonus if you’ve worked in CX, product, or tech startups. Experience with knowledge bases (like Notion, Zendesk, Helpjuice). Experience collaborating with training, QA, compliance, or product teams. Experience supporting multilingual teams or agents with limited English proficiency is a plus. #J-18808-Ljbffr Phiture

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