INSTRUCTIONAL DESIGNER

Job Description Our team supports Zendesk’s global Customer Experience organization through new employee onboarding, career progression, and any changes that require learning solutions.
Our team is part of Continuous Improvement, which is responsible for consulting, designing, and enabling cross functional efforts within Zendesk Operations.
We are seeking a highly-skilled and creative Instructional Designer to join our team.
As an Instructional Designer, you will play a critical role in creating engaging and effective learning experiences for our customer support teams.
You will use your expertise in instructional design methodologies, learning technologies and multimedia design to create innovative solutions that align with our business objectives and promote continuous learning.
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 Utilize instructional design methodologies to create engaging and interactive learning solutions, including digital learning, virtual instructor-led training (vILT), microlearning, videos, and supporting documentation Design activities and assessments which promote hands-on and experiential learning Collaborate with subject matter experts (SMEs) and stakeholders to gather content, review technical information, and translate complex topics into clear and concise materials Analyze learnings needs by conducting needs assessments and audience analysis to identify learning objectives and appropriate strategies Author, maintain, and update online courses, utilizing real-time training evaluation data to inform ongoing maintenance and design needs Collaborate with cross-functional teams, such as product development and marketing, to align training initiatives with company goals and objectives Design and create engaging, effective digital courses through the use of Articulate Storyline/Rise and other e-learning tools; building quizzes and interactivity; testing of courses prior to their release; maintenance and refreshing of content in existing e-learning courses.
Build assessments to track learner progress and to verify job-readiness    Develop network with facilitators and learners.
Intake, act upon, and track content feedback from facilitators and learners  Stay abreast of industry trends, innovations and emerging technologies in instructional design and digital learning to continually enhance the effectiveness of learning solutions Proactively revise content as Zendesk products and internal processes evolve Track and report on work in Asana project pages Create and execute plans for advancing the organization’s knowledge of learning theories, digital learning and facilitation, as well as learning technologies What you bring to the role Bachelor’s or Master’s degree in Instructional Design, Education, or related field.
Proven 1-2 years experience as an Instructional Designer.
Excellent written and verbal communication skills, including the ability to effectively present to a wide range of audiences.
Proficiency in using authoring tools, learning management systems (LMS), and multimedia software such as Adobe Creative Suite, Google Suite and Articulate Rise 360.
Proficiency in utilizing virtual training delivery and facilitation tools  Understanding of adult learning principles and instructional design concepts.
Strong organizational and project management skills, with the ability to manage multiple projects and meet deadlines in a fast-paced environment.
Portfolio or samples of previous instructional design work showcasing a variety of learning solutions and multimedia assets.
A passion for continuous learning and professional growth.
Where We Work Zendesk is not your average tech company.
We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more.
We also have a culture deeply dedicated to enabling conversations and providing appreciative support.
We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market.
Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year.
We invest in diversity and inclusion so that our team reflects the diversity of the world around us.
We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.
Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).
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.
Hybrid.
In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week.
This role must attend our local office for part of the week.
The specific in-office schedule is to be determined by the hiring manager.
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.
We advocate for digital first customer experiences—and we stick with it in our workplace.
Over employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.
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 with your specific accommodation request.