Senior Instructional Designer

About the role:

Samsara’s Customer Support Enablement team is responsible for driving agent enablement strategies and execution. The Senior Instructional Designer III is responsible for designing engaging and effective learning experiences that directly improve agent performance, support KPIs, and the customer experience. We are the trusted point of contact for Samsara’s Customer Support team to leverage data to drive impact for the business and the customer experience, by building a highly skilled and engaged workforce. 

As part of the Customer Support Enablement team, the Sr Instructional Designer will work cross-functionally to: conduct needs assessments, design and build multimedia learning assets (eLearning, video, SOPs, etc.), use AI tools for faster, scalable training, and evaluate impact through KPIs like CSAT, TTR, and deflection. They act as a connector between cross-functional teams, developing and delivering scalable content and resources while continuously fostering a culture of continuous improvement. 

This person will work closely with enablement partners to identify critical priorities for the business, and scope, develop, and manage delivery of the work. This role requires an eye for optimizing resources and driving change management. Successful candidates will have strong business acumen, a passion for building at scale, and a track record of driving strategic programs that improve the customer experience. The role reports to the Director of Global Enablement & QA.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Support teams. With a growth mindset and a desire to learn, you will strategically partner with our team to find unique solutions to help keep our customers' operations safe, efficient, and sustainable.
• You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in Samsara, you are in constant communication and collaboration with key stakeholders to win as a team.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. This Customer Support Enablement team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper-growth environment.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by the best and brightest professionals out there.

Click here to learn about what we value at Samsara. 

In this role, you will:

• Lead the end-to-end planning and delivery of our highest priority and most complex programs by partnering with leadership and stakeholders to facilitate a needs assessment and strategy to address pain points for customers and within the business
• Develop comprehensive program strategies, roadmaps and plans, expertly framing the need, scoping and roadmapping the work, owning governance and stakeholder engagement, defining KPIs, and reporting on results
• Collaborate with stakeholders and drive alignment, owning program data-driven reporting, scope of impact, and communication, and partnering to iterate and improve outcomes for Samsara and our customers
• Identify and tackle operational problems through processes, tools, and dashboards that scale and mitigate risks through proactive solutions and communications
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

Minimum requirements for the role:

• 5+ years of instructional design experience, preferably supporting global customer support teams (e.g., frontline agents, technical specialists, and support leaders).
• Proven ability to learn and translate complex support tools and processes into clear, engaging training across multiple formats (elearning, video, SOPs, role-based scenarios, etc.).
• Strong written and verbal communication skills in English, with a focus on simplifying technical concepts for diverse audiences.
• Experience using Learning Management Systems and familiarity with tools used to create and deliver scalable training.
• Analytical mindset with the ability to connect learning outcomes to support KPIs (e.g., CSAT, resolution time, deflection), and iterate based on data.
• Comfortable using or exploring AI tools to enhance training development, personalization, or automation.
• Exceptional attention to detail and strong organizational skills with a track record of managing multiple initiatives at once.

The ideal candidate has:

• Experience in a high-growth SaaS environment with a proven ability to adapt learning programs to evolving products and support models.
• Familiarity and curiosity for using AI tools (e.g., ChatGPT, Synthesia, Descript) to develop or iterate on learning content in a fast-paced, evolving environment.
• Instructional design certifications or advanced education in learning sciences, technical communication, or a related field.

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