Customer Education (Instructional Designer)(NYC)

| New York City, NY
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About Kustomer

Kustomer is THE omnichannel SaaS platform reimagining customer service through standout experiences with the most modern technology CRM has to offer. We exist not to resolve tickets but to help customers have phenomenal experiences. Kustomer built it’s platform with intelligent automation, and a unified support experience that enables companies to deliver effortless, consistent and personalized service to each and every customer.

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are passionate about enhancing the customer service experience for everyone involved, as it's the core of what we do. We're in the midst of explosive growth, and have no plans of slowing down. We welcome individuals who want to learn and be challenged every day.

Some fun facts about us, Kustomer is the core platform of some of the incredible customer service brands like Ring, Sweetgreen, Rent the Runway, Glossier, Away, Glovo, and UNTUCKit. We were founded in 2015 and are based out of NYC. The serial entrepreneurs who founded this business, Brad Birnbaum and Jeremy Suriel, led Kustomer to raise over $173.5M in venture funding, with some of the most amazing VCs behind us including: Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage. 

It gets even more amazing - Kustomer is thrilled to announce we have signed a deal to be acquired by Facebook. We are currently operating independently until closing. This is an incredible opportunity to join our fast-growing team and be a part of this once in a lifetime experience. Check out this article for more details on this amazing adventure! 

About the Role - Instructional Designer for Customer Education

This position is perfect for a person that has a passion for creating training materials that engage, excite, and motivate the audience! You are skilled at incorporating instructional design and development expertise using innovative technology to produce leading learning experiences. 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.

You'll be responsible for: 

  • Design, create, and publish training content for our customers
  • Create engaging trainings that follow adult learning methodology that will live in our LMS by partnering closely with cross functional SMEs across the business
  • Understand current learning needs and gaps 
  • Research, recommend, design, and implement training and development initiatives
  • Design learning objectives and knowledge checks for content mastery, such as traditional quizzes, hands-on exercises, scripts, storyboards, simulations, or games
  • Design blended learning solutions that maximize learning efficiency 
  • Drive, track, and manage learning content development projects within required timeline
  • May involve handling sensitive personal data

Your qualities: 

  • 3+ years experience developing learning content using adult learning methodology with at least half of that time spent working on technical training projects 
  • Ability to learn new concepts quickly and accurately and then make complicated tasks seem easy
  • Experience building interactive or video learning content using tools like Adobe Captivate, Articulate Storyline, Camtasia, etc. 
  • Experience building instructional aids, such as instructor guides and other resource materials 
  • Experience independently managing projects end-to-end using the ADDIE or SAM models
  • Experience partnering with SMEs to source and evaluate learning content
  • Engaging in-person and virtual training presence 
  • LMS administration experience 
  • Experience working in a startup environment, particularly in a SaaS setting 
  • Experience in customer facing training
  • Audio recording and voiceover experience
  • Educational background in adult learning methodology, such as: 
    • Master’s Degree in Instructional Design or related field, or
    • Industry certifications, such as CPLP, APTD, CPT, CDT

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, commuter benefits, and a generous vacation policy.

Diversity at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.

We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.


Learn More About Kustomer:


 
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Technology we use

  • Engineering
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    • ReactLibraries
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    • ExpressFrameworks
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    • MongoDBDatabases
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    • IllustratorDesign
    • PhotoshopDesign
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    • TrelloManagement
    • Github IssuesManagement

An Insider's view of Kustomer

What's something quirky about your company?

This might be a bit obvious from our name, but we really enjoy spelling things with a “k”. We are one krew, kompletely kommitted to the kause of kreating a world-klass product for our users, while also being a bunch of krazy kooks who keep this kompany kulture + kamaraderie alive.

Trisha

Senior Technical Support Engineer

How do you collaborate with other teams in the company?

Kustomer’s philosophy on open communication makes cross-team collaboration not only easy, but inviting. Whether it’s Slacking a technical question to our product team mid-demo, getting on a Zoom call with Sales Ops to strategize on new tools, or working with Marketing to create the perfect product messaging, there are no siloed teams here.

Joe

Business Development Representative

What makes someone successful on your team?

Kustomer gives all members of the Krew the ability to be successful. It all starts with the company culture of teamwork and innovation. On the Solutions Consulting team, we foster a team work-first and collaborative approach. This includes jumping in when another SC team member needs help or to bounce an idea of another team member.

Paul

Manager, Solutions Consulting

How do you make yourself accessible to the rest of the team?

The leadership team at Kustomer prides itself on being available for our Krew. We host bi-monthly all hands with the entire team to share business updates, celebrate new hires/individual milestones, and hear from our Krew members. The leadership team is accessible via Slack - actively participating in social channels, celebrations and game nights.

Vikas

SVP, Sales and CX

What's the biggest problem your team is solving?

The People/Talent teams are working hard to add 150+ people to Kustomer in 2021! The challenge of finding great teammates who can help us be a better company than ever before is no small feat. We work hard to ensure that everyone we hire brings something unique to our Krew and is excited to work with others in order to make our vision come to life.

Tanya

VP, People

What are Kustomer Perks + Benefits

Kustomer Benefits Overview

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, commuter benefits, and a generous vacation policy.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Team owned deliverables
Group brainstorming sessions
Pair programming
Diversity
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Our Employee Resource Groups have goals in place and meet once a month. Employees are encouraged to attend meetings - our three ERGs are: Women of Kustomer, KustomBlack, and KustomerAllies.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Kustomer hosts a holiday company outing annually.
Happy Hours
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Kustomer offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Lunch and learns
Brown Bag Lunches once a month, to learn more about the Women of Kustomer
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