Job Description

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Learning Experience Designer in Canada.

In this role, you will shape how global support teams learn, grow, and perform in a fast-moving, customer-centric SaaS environment. You will design learning experiences that go far beyond traditional training, focusing on real-world application, just-in-time knowledge, and continuous skill development. Working within a global Support Enablement function, you will collaborate closely with support leaders, QA teams, and product experts to identify knowledge gaps and transform them into scalable learning solutions. Your work will directly influence agent performance, customer satisfaction, and operational excellence across a distributed organization. This is a highly creative and data-informed role where learning is treated as a product experience, not a static deliverable. You will have the autonomy to experiment with new formats, tools, and AI-enabled learning approaches to continuously improve impact.

Accountabilities:

You will be responsible for designing, delivering, and continuously improving learning experiences that enable frontline support teams to perform effectively in complex, technical environments.

• Design and develop end-to-end learning programs including onboarding, product training, soft skills development, and technical troubleshooting modules
• Create engaging digital learning assets such as e-learning modules, simulations, video content, and interactive job aids using modern authoring tools
• Identify skill and knowledge gaps by partnering with support leadership, QA, and operations teams to analyze performance data and feedback
• Build just-in-time learning resources and microlearning content embedded into daily workflows to support real-time problem solving
• Measure learning effectiveness using LMS data, performance metrics, and customer satisfaction indicators, and continuously iterate content
• Collaborate with cross-functional stakeholders to align learning strategies with product updates, support processes, and business goals
• Contribute to a culture of continuous learning by improving knowledge accessibility and learning experience design standards

Requirements:

The ideal candidate is a creative and analytical learning professional who thrives in fast-paced SaaS or customer support environments and is passionate about making complex topics easy to understand.

• 3+ years of experience in Instructional Design or Learning Experience Design, ideally within SaaS or customer support enablement
• Strong portfolio demonstrating engaging digital learning content and instructional design work
• Deep understanding of adult learning principles and instructional design frameworks (ADDIE, SAM, or similar)
• Proficiency with e-learning and design tools such as Articulate 360, Adobe Creative Suite, and LMS platforms (e.g., Cornerstone)
• Excellent written communication skills with the ability to simplify complex technical concepts
• Strong analytical mindset with the ability to use data to identify gaps and improve learning outcomes
• Experience designing solutions for frontline support environments or similar high-pressure operational roles
• Highly adaptable, with the ability to respond quickly to changing product or business needs
• Strong stakeholder management and collaboration skills across technical and non-technical teams

Benefits:

• Competitive compensation package with comprehensive benefits (varies by location)
• Fully remote work with flexibility across eligible Canadian provinces
• Generous paid time off, parental leave, and wellness support programs
• Health, dental, vision, and retirement savings plans
• Learning and development support, including tools, training, and upskilling opportunities
• Opportunity to work on global, high-impact learning programs in a fast-scaling SaaS environment
• Inclusive, remote-first culture with strong emphasis on collaboration and innovation
• Occasional travel opportunities (approximately 10–15%) for in-person collaboration and team connection.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best! Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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