Role Overview
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
What You’ll Be Doing
- 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
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
Preferred Qualifications
- 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.
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