Senior Learning Experience Designer

Twilio•Remote - Canada, ON

4h•Remote

About The Position

This position is needed within our Support Enablement team. Our Support Enablement team is the engine that keeps our global support organization sharp, empathetic, and technically proficient. We are looking for a Learning Experience Designer (LXD) who believes that training should be an experience, not a chore. You won’t just be "making slide decks"—you’ll be architecting the learning journey for our frontline teams, ensuring they have the right knowledge at the exact moment they need it.

Requirements

3+ years in Instructional Design or Learning Experience Design, preferably within a SaaS or Customer Support enablement context.
A demonstrated ability to create engaging digital content (we’ll want to see examples of your work!).
Exceptional writing skills. You can explain a complex API integration as easily as you can write an empathetic email template.
You don't just wait for a training request; you look at the data, see where agents are struggling, and propose a solution.
We hate "Death by PowerPoint." You’ll have the creative freedom to experiment with AI-driven learning, gamification, and video.
Mastery of ADDIE, SAM, or Backward Design, with a focus on adult learning principles.
Proficiency in Articulate 360 (Storyline/Rise), Adobe Creative Cloud, and Cornerstone
The ability to take a technical, "dry" product brief and translate it into a narrative that resonates with a human being.
The ability to pivot quickly when a product feature changes 24 hours before launch.

Nice To Haves

You have a background in (or a deep appreciation for) the frontline support experience. You know what it feels like to have 10 tabs open while trying to help a frustrated customer, and you design your training to make that person's life easier.

Responsibilities

Design and develop high-impact learning programs (onboarding, product launches, soft skills, and technical troubleshooting) specifically tailored for a fast-paced support environment.
Build interactive e-learning modules, video tutorials, job aids, and simulations using modern authoring tools.
Partner with Support Leadership and Quality Assurance to identify "knowledge leaks" and create targeted interventions to fix them.
Move beyond long-form courses to create micro-learning and searchable knowledge assets that support agents in the flow of work.
Use LMS metrics, performance metrics and CSAT (Customer Satisfaction) data to measure the effectiveness of your programs and relentlessly optimize them.