Department:
Customer Experience
Position:
Instructional Designer
Location:
Instructional Designer
About SimpliSafe
We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don’t just want you to work here. We want you to grow and thrive here.
We’re embracing a hybrid work model that enables our teams to split their time between office and home. Hybrid for us means we expect our teams to come together in our office on two core days, typically Tuesday, Wednesday or Thursday, to work together in person, and teams can choose where they work for the remainder of the week. We all benefit from flexibility and get to use the best of both worlds to get our work done.
Why are we hiring?
Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure.
What You’ll Do
- Partner with both platforms team and line of business enablement to develop documentation and training for agent systems and tools to ensure thorough understanding
- Execute content strategy to support new and ongoing platform deployments and develop additional training where necessary
- Owner of process and platforms documentation ensuring that content is up to date, accurate, aligned with brand messaging and accessible through the most appropriate channel
- Use data to evaluate content effectiveness, measure understanding and identify opportunities
- Deliver virtual and in-person (when necessary) training to agent population
Qualifications:
- 4-6 years of content creation/writing experience preferably for agent populations
- Through understanding of contact center organizations and agent tools
- Experience building and delivering training to agent populations
- Ability to work collaboratively as well as independently to complete tasks and projects
- Ability to prioritize multiple projects and communicate timelines, challenges, and opportunities
- Ability to build strong relationships with SMEs, cross functional partners, and stakeholders
- You’re a storyteller with excellent written and verbal communication skills
- Strong ability to connect the dots across multiple lines of business and agent populations, understanding how projects fit into the bigger picture
- Strong critical thinking and creative problem solving skills
- Comfortable challenging norms and questioning existing processes
- Service Mindset- the customer experience is at the center of everything we do
What Values You’ll Share
- Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
- Aim High - Always challenging ourselves and others to raise the bar.
- No Ego - Maintaining a “no job too small” attitude, and an open, inclusive and humble style.
- One Team - Taking a highly collaborative approach to achieving success.
- Lift As We Climb - Investing in developing others and helping others around us succeed.
- Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.
We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact careers@simplisafe.com.