Instructional Designer
Purpose of the role
We are seeking a skilled Instructional Designer with experience in developing engaging and effective learning materials for technical support teams. This role requires a deep understanding of instructional design principles, adult learning theories, and the ability to translate complex technical concepts into easy-to-understand training content. The ideal candidate will collaborate with subject matter experts (SMEs) to create digital and instructor-led training programs that enhance the knowledge and performance of technical support professionals.
Lightspeed powers the businesses that are the backbone of the global economy.
Our one-stop commerce platform transforms and unifies digital and physical operations by enabling multichannel sales, expansion to new locations, global payments, financial solutions and connection to supplier networks. With the Lightspeed commerce platform, merchants in retail and hospitality can build thriving businesses for the future.
We're passionate about enabling people to do their best work. We dream big and look for people who do the same. With us, career milestones happen often, and we celebrate every one of them. Come work with us and find out where your career will take you at Lightspeed!
RoleKey Responsibilities:
- Design, develop, and implement instructional materials for technical support teams, including e-learning modules, knowledge base articles, video tutorials, and instructor-led training sessions.
- Work closely with SMEs, engineers, and support managers to gather technical information and translate it into learner-friendly content.
- Apply instructional design models (such as ADDIE, SAM, or Bloom’s Taxonomy) to create effective training programs.
- Utilise authoring tools (we use Articulate 360) and learning management systems (LMS) to develop and manage training content.
- Conduct needs assessments to identify skill gaps and recommend appropriate learning solutions.
- Develop assessments, quizzes, and interactive learning experiences to measure knowledge retention and training effectiveness.
- Keep training materials up to date with evolving technologies, processes, and industry best practices.
- Partner with stakeholders to evaluate training impact and improve learning experiences based on feedback and analytics.
- Ensure accessibility and inclusivity in training materials to accommodate diverse learning styles and needs.
And a little bit of...
- Contributing as part of the wider team to achieve organisational objectives, even if this means doing things that aren’t strictly within the scope of your role.
Qualifications & Skills:
- Bachelor’s degree or equivalent in Instructional Design, Educational Technology, Communication, or a related field or 3+ years’ on-the-job experience in lieu of a degree.
- 3+ years of experience designing training programs for technical support or IT-related fields.
- Proficiency with e-learning authoring tools, such as Articulate 360, Captivate, and Camtasia. We use Articulate 360.
- Experience with LMS administration and SCORM development.
- Strong technical acumen with the ability to grasp and simplify complex topics for a range of audiences.
- Familiarity with customer service methodologies, troubleshooting workflows, and CRM systems (such as Zendesk, ServiceNow, Salesforce).
- Strong project management skills with the ability to handle multiple projects simultaneously.
- Excellent written and verbal communication skills.
- Ability to work independently and collaboratively in a fast-paced environment.
- Strong collaboration skills to work on projects across departments and time zones.
Preferred Qualifications:
- Experience in scripting and producing instructional videos.
- Knowledge of gamification techniques and microlearning strategies.
- Experience with data analytics to measure training effectiveness.
Why Join Us?
- Work with a dynamic and innovative team dedicated to empowering technical support professionals.
- Opportunity to create impactful learning experiences in a growing industry.
- Competitive salary, benefits, and professional development opportunities.
If you are passionate about learning design and have experience in technical support training, we’d love to hear from you! Apply now to make a difference in the way technical professionals learn and grow.
To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.
Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Where to from here?
Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here.
Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.
Who we are:
Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.
Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.
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