Instructional Designer

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

• Design end-to-end programs and learning journeys - from learning objectives and content sequencing to practice, assessment, and reinforcement.

• Break down complex product updates and processes into simple, engaging learning content, including slides, facilitator guides, eLearning, job aids, simulations, videos, and walkthroughs.

• Create practical, scenario-based learning that helps agents apply knowledge to real customer situations.

• 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,  practical and facilitator-ready.

• Keep the Content library and training materials tidy, consistent, and aligned with our voice and tools.

• Use learner feedback, assessment results, QA insights, and operational data to continuously improve content.

Skills, Knowledge & Expertise

• Excellent written English and Arabic , with strong editing, formatting, and content structuring skills.

• At least 2 years of experience in instructional design and eLearning creation .

• Hands-on experience with learning and design tools such as Figma, Canva, Articulate Rise/Storyline, Google Slides, and LMS platforms.

• Able to work independently and take ownership of projects with minimal guidance , from turning raw or incomplete inputs (Slack threads, product specs, SME inputs) into clear briefs, identifying gaps, and delivering the final learning solution.

• Strong writing and visual storytelling skills , with the ability to make complex information simple and easy to understand.

• Hands-on experience using AI models and digital tools to automate and scale L&D work , including quizzes, assessments, content creation, and other learning workflows. Able to identify opportunities to use technology to make learning faster, more scalable, and more effective .

• Comfortable working cross-functionally , especially with Product, Tech, and Operations teams.

Portfolio required: Candidates should be able to demonstrate previous instructional design work, including examples of curriculum design, training materials/eLearning, and visual learning design .

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+: Own learning projects end-to-end — from brief to delivery — and become the go-to for anything instructional design in agent education.

Preferred Qualifications

• 3+ years overall in L&D, CX enablement, or content design (minimum 2 years in instructional design).

• Bonus if you’ve worked in CX, product, or tech startups .

• Bonus If you have 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.

Success in this role will be measured by:

• Training effectively prepares agents for new products, processes, and launches.

• Learning is clear, practical, engaging, and easy to apply on the job.

• Strong learner feedback and knowledge/assessment results.

• Learning gaps, confusion, and rework are reduced.

• Content is quickly and effectively adapted based on product changes, performance data, and feedback.