Instructional Designer

SRG; Ireland; Remote; EUR 36,000 - 44,000; Full time

Job summary

SRG is seeking an Instructional Designer to develop training content for Customer Experience and support agents from Ireland. This remote role focuses on creating engaging e-learning courses, videos, demos and interactive assets to improve product knowledge and customer interactions.

You will work with a Training Program Manager and SMEs, turning technical information into practical content while adhering to standards and style guidelines.

Qualifications

• Experience designing online training courses or e-learning content.
• Ability to translate technical product details into accessible content for support agents.
• Detail-oriented with strong written and visual communication.

Responsibilities

• Design and build engaging e-learning courses using Articulate 360 and other authoring tools.
• Create videos, product walkthroughs, demos, scenarios and knowledge checks.
• Collaborate with PMs and SMEs to validate content and translate product detail into learning.
• Research topics independently to build product and support workflow understanding.
• Develop scenario-based learning to practice applying product knowledge and skills.
• Review and update content based on feedback, product changes and data.
• Follow training standards to ensure a consistent learner experience.

Skills

Instructional design

E-learning content creation

Cross-functional collaboration

Storyboarding / learning design

Tools

Articulate 360

Synthesia

Navattic

Job description

Instructional Designer / Training Content Developer

Instructional Designer - Customer Experience/Customer Support Agent training content

12-Month Fixed-Term Contract (Extendable) | Ireland | Remote-working | €40K per annum

Please note that this is a mid-level role, not a Senior Level role, so Senior Instructional Designers will be unsuitable. Essentially, we are seeking someone with a good foundation in Instructional design, experience in learning solutions content design, who has a passion for creating intuitive training focussed on developing high-quality customer experience, who is collaborative but able to demonstrate initiative, willing to learn & develop. This role will suit someone looking to expand & build on their foundation in Instructional design, within a multinational Software Product organisation. The advertised salary level of €40k is the max on offer for this temporary, contract role.

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.

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.
• Duration: 12 months, with the possibility of extension.
• Location: Ireland, primarily remote working model.
• Salary: €35-40,000 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.