Our Customer Support Team is the heart and soul of our business. Their mission is to solve for our global customers and strive to make the customer service experience a bit more human. Support is both a community of folks who are passionate about software and technology as well as an incubator for many HubSpotters who later move into other roles in our organization. In a fast-paced environment where data, product updates, and new information can come at them from every direction, Support Specialists need access to learning experiences that are self-paced, bite-sized, and relevant. The role of the Instructional Designer - Customer Support is to create these engaging multimedia learning experiences that help them learn and grow anytime, anywhere.

This is an opportunity to design and execute on learning interventions that solve unique business challenges for the Support organization. Solutions could range from creating microlearning video content, designing experiential learning activities, and setting up virtual hubs to facilitate peer learning. This is an exciting new role on the Learning & Development team that will partner closely with our Services & Support Training Program Manager and the Customer Support organization.

 The Instructional Designer will:

• Extract key information from subject matter experts on a variety of technical topics, then translate those into scalable, concise, and impactful learning interventions.
• Create a learning library or Support Hub for self-paced courses and resources
• Get to know the learners in Support, including their preferences, challenges, and motivation in order to tailor learning to their needs
• Work with Support leadership, Backline team, and Principal Coaches to design solutions that improve the team’s ability to resolve issues with high customer pain
• Develop asynchronous learning assets that educate and enable the frontline support team throughout their entire tenure in Support
• Partner with the Program Manager to design an overall curriculum for the interventions that aligns with the Support Specialist employee lifecycle
• Determine success metrics for self-paced learning in Support and set goals for our team to consistently work toward

 Our Ideal Candidate has:

• Experience with creating learning interventions for distance learning and self-paced content in multiple modalities, including use of e-learning authoring tools
• A genuine curiosity and the desire to solve important business problems
• Strong organizational skills, with experience juggling multiple deadlines, quick turnarounds and working in a fast-paced environment
• Clear communication when working with subject matter experts, team members, and leadership
• A sense of humility—someone who is not afraid to make mistakes and show their process.
• An interest in bringing new ideas to the table. We need somebody on the team who can reinvent things and not only execute on known strategies.
• A passion for rapid skill development — passionate about growth, self-improvement, and investing in yourself as an employee
• Experience with the HubSpot software a plus
• Frontline Customer Support experience a plus