Senior Instructional Designer

About the role:

Samsara’s Customer Support Enablement team is responsible for driving agent enablement strategies and execution. The Senior Instructional Designer is responsible for designing engaging and effective learning experiences that directly improve agent performance, support KPIs, and the customer experience. We are the trusted point of contact for Samsara’s Customer Support team to leverage data to drive impact for the business and the customer experience, by building a highly skilled and engaged workforce. 

As part of the Customer Support Enablement team, the Sr Instructional Designer will work cross-functionally to: conduct needs assessments, design and build multimedia learning assets (eLearning, video, SOPs, etc.), use AI tools for faster, scalable training, and evaluate impact through KPIs like CSAT, TTR, and deflection. They act as a connector between cross-functional teams, developing and delivering scalable content and resources while continuously fostering a culture of continuous improvement. 

This person will work closely with enablement partners to identify critical priorities for the business, and scope, develop, and manage delivery of the work. This role requires an eye for optimizing resources and driving change management. Successful candidates will have strong business acumen, a passion for building at scale, and a track record of driving strategic programs that improve the customer experience. The role reports to the Director of Global Enablement & QA.

This is a remote position open to candidates residing in Mexico.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Support teams. With a growth mindset and a desire to learn, you will strategically partner with our team to find unique solutions to help keep our customers' operations safe, efficient, and sustainable.
• You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in Samsara, you are in constant communication and collaboration with key stakeholders to win as a team.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. This Customer Support Enablement team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper-growth environment.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by the best and brightest professionals out there.

In this role, you will: 

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