Original listing text, shown exactly as published by the company.
Responsibilities
In this role, you’ll
- Curriculum Architecture: Design and develop high-impact learning programs (onboarding, product launches, soft skills, and technical troubleshooting) specifically tailored for a fast-paced support environment.
- Multimedia Creation: Build interactive e-learning modules, video tutorials, job aids, and simulations using modern authoring tools.
- Gap Analysis: Partner with Support Leadership and Quality Assurance to identify "knowledge leaks" and create targeted interventions to fix them.
- The "Just-in-Time" Strategy: Move beyond long-form courses to create micro-learning and searchable knowledge assets that support agents in the flow of work.
- Data-Driven Iteration: Use LMS metrics, performance metrics and CSAT (Customer Satisfaction) data to measure the effectiveness of your programs and relentlessly optimize them.
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
*Required
- Experience: 3+ years in Instructional Design or Learning Experience Design, preferably within a SaaS or Customer Support enablement context.
- Portfolio: A demonstrated ability to create engaging digital content (we’ll want to see examples of your work!).
- Communication: Exceptional writing skills. You can explain a complex API integration as easily as you can write an empathetic email template.
- Problem-Solving: You don't just wait for a training request; you look at the data, see where agents are struggling, and propose a solution.
- Innovation: We hate "Death by PowerPoint." You’ll have the creative freedom to experiment with AI-driven learning, gamification, and video.
- Skill Toolkit:
- Instructional Design: Mastery of ADDIE, SAM, or Backward Design, with a focus on adult learning principles.
- Tech Stack: Proficiency in Articulate 360 (Storyline/Rise), Adobe Creative Cloud, and Cornerstone
- Product Empathy: The ability to take a technical, "dry" product brief and translate it into a narrative that resonates with a human being.
- Agility: The ability to pivot quickly when a product feature changes 24 hours before launch.
Desired
- The "X-Factor": You have a background in (or a deep appreciation for) the frontline support experience. You know what it feels like to have 10 tabs open while trying to help a frustrated customer, and you design your training to make that person's life easier.
Location
This role will be remote and based in Ontario, British Columbia or Alberta, Canada.
Travel
We prioritize connection and opportunities to build relationships with our internal stakeholders and each other. For this role, approximately 10-15% travel is anticipated to help you connect in-person in a meaningful way.
