Instructional Designer, Kustomer

Kustomer - now part of Meta - helps businesses grow by delivering exceptional customer service via phone, email, chat, text, social, messaging and more. As a SaaS solution, Kustomer enables fast, personalized, and efficient customer and agent experiences using complete customer visibility, seamless omni-channel conversations, intelligent automation and easy, no-code customization to adapt to change. This role is perfect for someone with a passion for creating training materials that engage, excite, and motivate learners! In this role, you'll build product-based and thought leadership learning experiences for Kustomer's customers-helping them to level up their skills with the platform and the CX industry. You have a keen eye for converting learning objectives into simulations, online courses, webinars, exams, assessments, and virtual and live classes to meet program objectives. You are comfortable managing multiple, fast-paced projects in a collaborative, dynamic environment with a passionate extended team.
Instructional Designer, Kustomer Responsibilities

• Design, create, and publish training content and courses for external clients.
• Create engaging eLearning & instructor-led courses by partnering closely with cross-functional teams across the business.
• Apply instructional design expertise while adhering to a consistent learning content strategy.
• Draft learning objectives and modules of content that ensure mastery of learning objectives, including but not limited to knowledge checks, exercises, scripts, storyboards, simulations, or games.
• Design blended learning solutions that maximize learning efficiency.
• Understand current learning needs and gaps to research, recommend, design, and implement training and development initiatives.
• Drive, track, and manage learning content development projects within required timeline.

Minimum Qualifications

• Experience creating instructional resources (e.g. job aids, graphic organizers, instructor guides, etc.).
• Experience developing and narrating video learning content using Adobe Premiere and/or Camtasia.
• Experience engaging in-person and virtual training presence.
• Experience sourcing and partnering with cross-functional SMEs to compile content for learning projects.
• 3+ years experience developing learning content using adult learning methodology with at least half of that time spent working on technical training projects.
• Experience independently managing projects end-to-end using the ADDIE or SAM models.

Preferred Qualifications

• Experience working with customers/external users as your content's primary audience.
• Educational background in adult learning methodology, such as: Master's Degree in Instructional Design or related field, or Industry certification (e.g. CPLP, APTD, CPT, CDT).

About Meta
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today-beyond the constraints of screens, the limits of distance, and even the rules of physics.
Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to [email protected] .