Instructional Designer / Training Content Developer
(Instructional Designer - Customer Experience/Customer Support Agent training content)
12-Month Fixed-Term Contract (Extendable) | Ireland | Remote-working | c.€40K per annum
About the Role
We are urgently looking for an Instructional Designer, Training Content Creator to join a busy Customer Experience training function within a global software company.
This role is a 12-month fixed-term contract with the possibility of extension, based in Ireland with a primarily remote working model.
This is an instructional design role, not a trainer / delivery role. You won't be standing in front of a classroom or running live sessions. Instead, you'll design and build the e-learning courses, videos, walkthroughs, product demos and other digital learning assets that will help Customer Support Agents build the product knowledge and skills they need to support customers confidently & effectively, enhancing the global customer experience.
You'll work closely with a Training Program Manager, subject matter experts, and other cross-functional partners, turning complex product information and support workflows into learning content that is clear, practical and engaging.
What You'll Be Doing
- Design and build engaging e-learning courses using tools such as Articulate 360 and other digital authoring platforms.
- Create supporting learning assets, including short-form videos, product walkthroughs, interactive demos, scenarios, activities, knowledge checks, quizzes and assessments.
- Partner with a Training Program Manager and subject matter experts to gather information, validate content, and translate technical product detail into clear, actionable learning for Customer Support Agents.
- Research unfamiliar topics and source materials independently to build a working understanding of products, features, tools and customer support workflows.
- Develop scenario-based learning that helps agents practise applying product knowledge, troubleshooting and customer communication skills in realistic situations.
- Review existing training content and recommend updates based on learner needs, stakeholder feedback, product changes and performance data.
- Follow established training standards, templates and style guidelines to ensure a consistent learner experience across all content.
What We're Looking For
- Experience creating content for online training courses, ideally with an instructional design, e-learning, or training content development background.
- Comfortable working with technical subject material that is customer-facing rather than deeply engineering-level, translating it into content that is accessible and practical for support agents.
- A strong team collaborator who works well with subject matter experts and cross-functional stakeholders and who takes the initiative to move work forward independently.
- Highly capable and organised, with the ability to manage multiple projects at once and adapt well within a dynamic, fast-moving organisation.
- Strong written and visual communication skills, with an eye for clear structure and engaging design.
- Comfortable working in a virtual-first environment and collaborating asynchronously with distributed teams.
Nice to Have
- Experience with Articulate 360, Synthesia, Navattic or similar training content creation and e-learning authoring platforms.
- A background in technical training, technical content creation, adult training / adult teaching or customer support is also an advantage.
Contract Details
- Duration: 12 months, with the possibility of extension.
- Location: Ireland, primarily remote working model.
- Salary: c. €40,000 per annum.
We are not looking for
Trainers or Presenters, Support Agents, Technical Support Specialists or anyone who isn’t based in Ireland or who may require sponsorship.
Location: Dublin or Remote in Ireland only.
Although a fully or predominantly remote role, YOU MUST be living & based in Ireland for the duration of this role. NO SPONSORSHIP provided, so you MUST hold EU/EEA citizenship or a valid Irish work visa already.
Other Key Terms:
Customer Experience Training Content Creator, Training Content Developer, Training Course creator, Training course creator, IT Training creator, Instructional Design, Instructional Designer, Learning Designer, E-Learning Developer, Training Curriculum Developer, Training Content Developer, Learning Experience Designer, IT Courseware Creator, IT Courseware Developer, Training Developer, Educational Content Designer, Digital Learning Designer, Digital Training Creator, E-learning developer, E-learning creator, elearning course developer, Adult Educator, Customer Services Agent training, Customer Support training content, Educator.
