Gladly is the radically personal customer service platform that puts people at the center of a single, lifelong conversation. We enable brands to talk to their customers the way people talk to their friends: seamlessly across voice, email, SMS, chat, and social media. Unlike legacy customer service software designed around tickets or cases, Gladly is centered around people and conversation history to build deeper relationships between brands and their consumers, grow loyalty and drive revenue. Some of the world's most innovative consumer brands like Nordstrom, Crate & Barrel, REI, Warby Parker and Allbirds have called Gladly's platform game-changing, transforming their customer service into world-class customer experience.
To help ensure our existing customers and Gladly Community members are enabled and ready to create magical customer experiences, we are looking for an Instructional Designer that will make learning enjoyable and impactful by making customers successful and creating memorable learning experiences for our Gladly Community members. Reporting to our Director of Customer Education, we are looking for an experienced Instructional Designer to create enjoyable, effective, and empathetic learning experiences.
What You'll Work On

• Work cross-functionally with Product, Customer Success/Professional Services, Lifecycle Marketing, and Community.
• Partner with Lifecycle Marketing and Community to research and plan eLearning needs that encourage prospects to join the Gladly Community and find value in being members.
• Own and manage the creation of new eLearning content and certifications through an LMS to introduce and train customers on new products, product updates, best practices, and more.
• Keep up with product releases and update necessary LMS courses/certifications to ensure learning materials are always up-to-date.
• Use appropriate instructional design strategies and modalities (videos, interactive elements, webinars, one-pagers, etc.) to create eLearning courses/certifications.
• Maintain and analyze feedback to assess improvement opportunities and additional learning needs.
• Work collaboratively with Product Marketing to ensure consistent messaging across customer-facing channels.
• Assist in other Customer Education projects and product training efforts.

What You've Done

• You have made customers wildly successful in adopting features or embracing new skills through eLearning while shaping product advocacy.
• Experience in Instructional Design, Adult Learning, or equivalent work experience.
• You have owned an entire eLearning building process from conception to production and successfully had customers adopt the program.
• Confident in writing API and technical documentation and converting them to an eLearning format.
• Build beautiful, enjoyable, and memorable learning experiences while keeping high satisfaction ratings/feedback on eLearning content.

About you

• Understanding of learning design models like ADDIE (or a similar methodology).
• Ability to convert complex and sometimes scrappy materials from many stakeholders into a clean, elegant learning track
• Extremely organized with a keen eye for quality and details
• Be able to manage multiple priorities while delivering on-time results
• Familiarity with learning/design tools like Camtasia, Figma, Articulate, etc.
• Comfortable recording yourself for training purposes or presenting in live training sessions.
• Familiar with producing SCORM and/or AICC content

Bonus

• Technical Writing experience composing API documentation
• Have used Articulate 360, Workramp LMS, Genially, StoryLane

At Gladly we value:
Putting people first We built our product putting people at the heart of it all. And we've taken the same approach to building our company.
Focusing on the customer We treat our customers' goals as our own, and we work hard to achieve them.
Being humble and hungry We applaud initiative and value leadership—but we also believe that nobody is above emptying the dishwasher.
Always learning Everyone's personal best is ahead of them. Seeking new ways to grow is what keeps us motivated.
Owning it We encourage everyone to seek and share feedback, take calculated risks, and learn from their mistakes.
Communicating it With an open and transparent culture, collaboration becomes a lifestyle and everyone has a voice

Research has shown that individuals from marginalized groups are less likely to apply to jobs where they don't meet 100% of the criteria. Gladly values diversity of experience, so if you believe you have the right skill set, we welcome you to apply - even if you don't check every box in the job description. We're committed to an inclusive workplace and would love to see if you could be the next great addition to our team.
Why Gladly?

• Competitive salaries, stock options
• Medical, Dental, Vision and Life insurance
• Internet and Home Office Stipend
• Generous paid time off
• Generous paid Parental Leave
• 401K
• Flexible Spending Accounts

About Us
Gladly has made the decision to become a full distributed company, allowing employees to live anywhere in the United States, and candidates to come from nearly any geographical region. That said, we also highly value our collaborative and creative culture and commit to meeting in real life as a company at least once per quarter when it is safe to do so.
Gladly is closely monitoring the coronavirus disease (COVID-19). With a focus on employee safety, our current policy is that all employees be fully vaccinated and boostered against COVID-19 with an FDA-approved vaccine and provide proof or an approved medical or religious exemption.
Founded in 2014 by a team of repeat entrepreneurs with multiple successful exits, Gladly is reinventing customer service. By managing customers instead of tickets, we are disrupting a $70B market and are proud to count Eddie Bauer, REI, Ralph Lauren, Warby Parker, Crate and Barrel and many other innovative brands as customers. Gladly has raised over $110M from Greylock Partners, NEA, GGV Capital, Glynn Capital and JetBlue Tech Ventures.

Job Type: Full-time

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