Instructional Designer, Customer Service

Job Title: Instructional Designer, Customer Service

Location: Sheikh Zayed, On-site

About noon

We're building an ecosystem of digital products and services that power everyday life across the Middle Eastfast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we're looking for an Integration & Support Manager who can help us move even faster.

noon's mission: Every door, every day.

Job Description

We are seeking a passionate Instructional Designer to join our team, playing a key role in developing learning materials for the Noon Food customer support department.

In this role, you will be responsible for creating world-class training material that enhances our front-line agents knowledge, boosts their confidence, and ensures they deliver exceptional customer experiences with every interaction.

Key Responsibilities

• Design training curriculum for customer support front-line agents and team leads, focusing on technical knowledge, functional expertise, and scenario-handling skills.
• Develop detailed session plans and lesson plans for initial certifications, creating high-quality learning materials, including assessments.
• Identify key learning gaps by utilizing Training Needs Identification (TNI) methods, as well as analyzing customer satisfaction reports, agent quality reports, and other relevant data to inform training requirements.
• Certify master trainers and quality leads on newly developed training materials.
• Create engaging TNI methods tailored to the fast-paced, quick-commerce customer support model.

Ideal Candidate Profile

We are looking for an individual with experience delivering structured learning programs and hands-on expertise in instructional design, particularly for operations and customer support teams. This is a highly hand-on role, thus you'll be required to be subject to tight deadlines and delivering projects.

Below are the qualifications we believe will help you succeed in this role:

• Prior experience in the e-commerce industry is preferred.
• A meticulous attention to detail, with a passion for capturing the finer points of complex processes.
• Proficiency in working with Learning Management Systems (LMS), including a solid understanding of their technical features.
• Well versed and expert in using tools such as Microsoft Powerpoint, Word, Google Docs etc.
• A strong passion for developing training materials and writing high-quality content aimed at improving performance.
• Ability to thrive in a dynamic, fast-paced environment, continuously seeking ways to address knowledge gaps.
• A proven track record of independently delivering 3-4 similar training programs.
• Experience in conducting Training Needs Identification (TNI); exposure to learning strategy development is a plus, but not mandatory.
• Bachelor's degree in any stream

We're eager to meet candidates with relevant experience and expertise and request you to only apply if you meet all the aspects mentioned above.

Who will excel

We're looking for candidates who thrive in a fast-paced, dynamic start-up environment. We're searching for problem solvers, people who operate with a bias for action and have a deep understanding of the importance of resourcefulness over reliance.

Candor is our only default. Demanding unequivocal high standards should be non-negotiable because quality matters. We want people who are radically candid, cohorts who commit to settling for nothing but the best - in hiring, in accepting work from colleagues, and in your own work.

Ours is not an easy mission, but it is a meaningful one. Every hire must actively raise the bar of talent in the company to help us reach our vision.

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