Senior Learning Architect, Customer Education

Job Description

Who we’re looking for

We are seeking a Senior Learning Architect to design, build, and maintain the educational ecosystem for Zendesk customers. In this role, you will not just "create training"; you will act as a bridge between internal Zendesk teams and our customers, turning complex technical workflows and thought leadership into impact learning experiences. Your primary mission is to empower Zendesk customers and drive growth. You will own the architectural vision of our customer-facing learning assets, ensuring they are scalable, measurable, and deeply aligned with business success metrics. You will identify opportunities for AI to accelerate content development, enhance learning, and improve measurement.

The ideal candidate will have a strong background in training design and development, excellent communication skills, and a passion for facilitating learning and knowledge transfer.

What you’ll be doing

• Design and develop a comprehensive training curriculum using established instructional design frameworks.

• Analyze learning needs by conducting needs assessments and audience analysis to identify learning objectives and appropriate strategies.

• Produce high-fidelity e-learning courses using Articulate Rise and AI-powered authoring tools, incorporating interactivity and data-driven assessments to boost engagement.

• Develop a diverse portfolio of assets, including microlearning, video content, and job aids, aligned to drive measurable business outcomes.

• Design and develop a diverse range of assessments (including certification exams) that are strategically aligned with learning objectives and promote a deep, hands-on understanding of the material. Ensure that all evaluation methods are fair, valid, and reliable, providing meaningful feedback that  demonstrates clear proficiency in the subject matter.

• Oversee the full content lifecycle, including pre-release quality assurance (QA) testing, accessibility audits and the systematic update of existing materials using AI-powered analytics to identify knowledge gaps and refine content for maximum retention.

• Collaborate with subject matter experts (SMEs) and stakeholders across Product Customer Support, Success, and other Zendesk teams to gather content, review technical information, and translate complex topics into clear and concise materials.

• Continuously monitor and proactively maintain all existing learning content, documentation, and training materials to ensure they accurately reflect the latest features, functionalities, and user experience of evolving Zendesk products.

• Stay abreast of industry trends and emerging technologies in instructional design to continually enhance the effectiveness of learning solutions.

• Drive the successful delivery of complex learning programs by managing cross-functional dependencies, timelines, and resource allocation.

• Establish robust reporting mechanisms to communicate project status, mitigate risks, and provide stakeholders with actionable updates on content development, release readiness, and impact-to-business outcomes.

Basic Qualifications

• Bachelor's or Master’s degree in Instructional Design, Education, Computer Science, or a related field.

• 3+ years of professional experience in Customer Education, Technical Training, or SaaS Instructional Design. You must demonstrate a track record of creating learning assets for external audiences.

• Proven ability to synthesize complex technical workflows (e.g., APIs, system integrations, advanced administration) into simple, user-friendly instructional materials.

• Proficiency in industry-standard authoring tools (e.g., Articulate Rise 360, Adobe Creative Suite) and experience managing external-facing Learning Management Systems (LMS).

• Excellent written and verbal communication skills; you must be able to present technical product concepts effectively to diverse customer personas, from end-users to technical administrators.

• Strong organizational skills to manage multiple initiatives, balancing long-term curriculum architecture with urgent training needs for new feature releases.

Preferred Qualifications

• Experience mapping learning objectives to customer success metrics, such as Time-to-Value (TTV), feature adoption rates, and support ticket deflection.

• Proven experience collaborating with Product Management, Product Marketing, and Engineering teams to align training materials with software release cycles and go-to-market strategies.

• Experience designing and launching customer certification programs or badging pathways that validate product expertise and drive customer engagement.

• A history of using training data (completion rates, quiz scores, sentiment feedback) to iterate on content effectiveness and prove the ROI of customer education.

• Demonstrated interest in experimenting with interactive, scalable delivery methods, such as in-app guidance, interactive product tours, or gamification, to meet the customer where they are.

#LI-WO1

The US annualized base salary range for this position is $87,000.00-$131,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.