Job Description Who we're looking for Our team supports Zendesk's global Customer Experience (CX) organization and Zendesk customers through new onboarding, career progression, and any changes that require documentation & learning solutions. Our team is part of Continuous Improvement, which is responsible for consulting, designing, and enabling cross functional efforts within Zendesk Customer Experience Operations.
We are seeking a highly-skilled and creative Instructional Designer & technical writer to join our team. In this role, you will play a critical role in creating engaging and effective learning experiences for our customers and internal CX customer facing teams. You will use your expertise in instructional design methodologies, learning theory, writing skill, and multimedia design to create innovative solutions that align with our business objectives and promote customer engagement.
The ideal candidate will have a strong background in training design and development, excellent communication skills, technical writing experience, and a passion for knowledge transfer, including turning the complex into easy to understand concepts.
What you'll be doing Utilize instructional design & writing 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
Build customer facing training based on customer needs and feedback
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
Ability to lead cross functional teams to manage the needs of training
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 1-2 years experience as an Instructional Designer.
Excellent written and verbal communication skills, including the ability to effectively present to a wide range of audiences.
Proven examples of written skill with taking the technically complex to simple concepts
Proficiency in using authoring tools, learning management systems (LMS), and multimedia software such as Adobe Creative Suite, Google Suite and Articulate Rise 360.
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.
#LI-DT2
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.
The US annualized base salary range for this position is $78,000.00-$116,000.00. 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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.
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 with your specific accommodation request.
