EXPERIENCE

Qualifications & Skills:

• Bachelor’s degree or equivalent in Instructional Design, Educational Technology, Communication, or a related field or 3+ years’ on-the-job experience in lieu of a degree.
• 3+ years of experience designing training programs for technical support or IT-related fields.
• Proficiency with e-learning authoring tools, such as Articulate 360, Captivate, and Camtasia. We use Articulate 360.
• Experience with LMS administration and SCORM development.
• Strong technical acumen with the ability to grasp and simplify complex topics for a range of audiences.
• Familiarity with customer service methodologies, troubleshooting workflows, and CRM systems (such as Zendesk, ServiceNow, Salesforce).
• Strong project management skills with the ability to handle multiple projects simultaneously.
• Excellent written and verbal communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong collaboration skills to work on projects across departments and time zones.

PREFERRED QUALIFICATIONS:

• Experience in scripting and producing instructional videos.
• Knowledge of gamification techniques and microlearning strategies.
• Experience with data analytics to measure training effectiveness.

WHO WE ARE:

Powering the businesses that are the backbone of the global economy, Lightspeed’s one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.
Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.
Lightspeed handles your information in accordance with our Applicant Privacy Statement.

PURPOSE OF THE ROLE

We are seeking a skilled Instructional Designer with experience in developing engaging and effective learning materials for technical support teams. This role requires a deep understanding of instructional design principles, adult learning theories, and the ability to translate complex technical concepts into easy-to-understand training content. The ideal candidate will collaborate with subject matter experts (SMEs) to create digital and instructor-led training programs that enhance the knowledge and performance of technical support professionals.

KEY RESPONSIBILITIES:

• Design, develop, and implement instructional materials for technical support teams, including e-learning modules, knowledge base articles, video tutorials, and instructor-led training sessions.
• Work closely with SMEs, engineers, and support managers to gather technical information and translate it into learner-friendly content.
• Apply instructional design models (such as ADDIE, SAM, or Bloom’s Taxonomy) to create effective training programs.
• Utilise authoring tools (we use Articulate 360) and learning management systems (LMS) to develop and manage training content.
• Conduct needs assessments to identify skill gaps and recommend appropriate learning solutions.
• Develop assessments, quizzes, and interactive learning experiences to measure knowledge retention and training effectiveness.
• Keep training materials up to date with evolving technologies, processes, and industry best practices.
• Partner with stakeholders to evaluate training impact and improve learning experiences based on feedback and analytics.
• Ensure accessibility and inclusivity in training materials to accommodate diverse learning styles and needs.