About the role:
Samsara is looking for a Senior Instructional Designer III to ensure that our Global Customer & Technical Support teams’ learning content is designed for learner engagement and delivering measurable impacts to the business. This role will have an immediate impact on both the agent and customer experience for a growing 24x7 global support team. You will work closely with other members of the Support L&D team, support leadership, support agents, and other teams within Samsara to create learning experiences that drive world class support for our customers. The ideal candidate has a deep understanding of adult learning theory, training & facilitation best practices, project management, and the demonstrated ability to create learning content using a variety of tools and content media. The role reports to the Support Learning & Development Manager and sits on the Support Operations team, which is responsible for Service and Operational Excellence for Samsara’s Global Support organization.
This is a remote position open to candidates residing in Mexico.
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 are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
- You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
- You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.
In this role, you will:
- Partner with cross-functional stakeholders to conduct needs analyses and scope learning initiatives that align with business objectives and timelines.
- Design creative, engaging training solutions across Global Support functions and audiences—including technical, non-technical, and leadership roles.
- Develop written course content (e.g., facilitation guides, video scripts, learning activities, and assessments) and create learning assets in a variety of media formats (e.g., elearning, video, audio, workshops, and hands-on exercises).
- Leverage AI-native tools and emerging technologies to accelerate content development and tailor learning experiences to dynamic business needs.
- Collect feedback from stakeholders and subject matter experts to iterate and finalize training materials.
- Use data to evaluate training effectiveness and drive continuous improvement.
- Provide constructive feedback to peers to uphold high-quality standards across content.
- Champion and model 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.
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 both English & Spanish, 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.
An ideal candidate also 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.