Job Description

Who we’re looking for

Our team supports Zendesk’s global Customer Support organization through new employee onboarding, career progression, and any changes that require learning solutions. Our team is part of Continuous Improvement, which is responsible for consulting, designing, and enabling cross functional efforts within Zendesk Operational Excellence.

We are seeking a highly-skilled and creative Instructional Designer to join our team. As an Instructional Designer, you will play a critical role in creating engaging and effective learning experiences for our customer support teams. You will use your expertise in instructional design methodologies, learning technologies and multimedia design to create innovative solutions that align with our business objectives and promote continuous learning. 

The ideal candidate will have a strong background in training design and development, excellent communication skills, and a passion for facilitating learning and knowledge transfer.

What you’ll be doing

• Utilize instructional design methodologies to create engaging and interactive learning solutions, including digital learning, virtual instructor-led training (vILT), microlearning, videos, and supporting documentation
• Design activities and assessments which promote hands-on and experiential learning
• Collaborate with subject matter experts (SMEs) and stakeholders to gather content, review technical information, and translate complex topics into clear and concise materials
• Analyze learnings needs by conducting needs assessments and audience analysis to identify learning objectives and appropriate strategies
• Author, maintain, and update online courses, utilizing real-time training evaluation data to inform ongoing maintenance and design needs
• Collaborate with cross-functional teams, such as product development and marketing, to align training initiatives with company goals and objectives
• Design and create engaging, effective digital courses through the use of Articulate Storyline/Rise and other e-learning tools; building quizzes and interactivity; testing of courses prior to their release; maintenance and refreshing of content in existing e-learning courses.
• Build assessments to track learner progress and to verify job-readiness   
• Develop network with facilitators and learners. Intake, act upon, and track content feedback from facilitators and learners 
• Stay abreast of industry trends, innovations and emerging technologies in instructional design and digital learning to continually enhance the effectiveness of learning solutions
• Proactively revise content as Zendesk products and internal processes evolve
• Track and report on work in Asana project pages
• Create and execute plans for advancing the organization’s knowledge of learning theories, digital learning and facilitation, as well as learning technologies

What you bring to the role

Basic Qualifications

• Bachelor’s or Master’s degree in Instructional Design, Education, or related field.
• Proven 2-4 years experience as an Instructional Designer.
• Excellent written and verbal communication skills, including the ability to effectively present to a wide range of audiences.
• Proficiency in using authoring tools, learning management systems (LMS), and multimedia software such as Adobe Creative Suite, Google Suite and Articulate Rise 360.
• Proficiency in utilizing virtual training delivery and facilitation tools 
• Understanding of adult learning principles and instructional design concepts.
• Strong organizational and project management skills, with the ability to manage multiple projects and meet deadlines in a fast-paced environment.
• Portfolio or samples of previous instructional design work showcasing a variety of learning solutions and multimedia assets.
• A passion for continuous learning and professional growth.

The US annualized base salary range for this position is $66,000.00-$100,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration – while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.