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Tabby is seeking an Instructional Designer to bridge Product and Training by transforming complex product changes, policy updates, and process rollouts into clear, engaging training content for customer service agents.
You will design end-to-end learning programs and journeys, from learning objectives and content sequencing through practice, assessment, and reinforcement. Your core responsibilities include breaking down complex product updates into simple, engaging content (slides, facilitator guides, eLearning modules, job aids, simulations, videos, walkthroughs); creating scenario-based learning that helps agents apply knowledge to real customer situations; partnering with Product to anticipate upcoming releases and translate feature changes into digestible training; co-creating with Trainers and Subject Matter Experts to ensure accuracy and practicality; maintaining a consistent, well-organized content library aligned with company voice and tools; and using learner feedback, assessment results, QA insights, and operational data to continuously improve content.
You will work closely with Product, CX Operations, and Training teams, serving as a critical bridge between product readiness and training execution.
Ramp-up expectations: Month 1 focuses on learning products, agent workflows, tools, and company tone through shadowing and knowledge sessions. Months 2–3 involve co-owning content pieces tied to upcoming product changes. Month 4+ you own learning projects end-to-end and become the go-to instructional design resource for agent education.
Success is measured by how effectively training prepares agents for new products and launches, the clarity and practicality of learning content, strong learner feedback and assessment results, reduced learning gaps and rework, and the speed and effectiveness of content adaptation based on product changes and performance data.
Requirements:
- Excellent written English and Arabic, with strong editing, formatting, and content structuring skills
- Minimum 2 years of experience in instructional design and eLearning creation
- Hands-on experience with learning and design tools (Figma, Canva, Articulate Rise/Storyline, Google Slides, LMS platforms)
- Ability to work independently and take ownership of projects with minimal guidance, turning raw inputs into clear briefs and delivering complete learning solutions
- Strong writing and visual storytelling skills; ability to simplify complex information
- Hands-on experience using AI models and digital tools to automate and scale L&D work (quizzes, assessments, content creation, learning workflows)
- Comfortable working cross-functionally with Product, Tech, and Operations teams
- Portfolio required demonstrating previous instructional design work, including curriculum design, training materials/eLearning, and visual learning design
Preferred Qualifications:
- 3+ years overall in L&D, CX enablement, or content design (minimum 2 years in instructional design)
- Experience in CX, product, or tech startups
- Experience with knowledge bases (Notion, Zendesk, Helpjuice)
- Experience collaborating with training, QA, compliance, or product teams
- Experience supporting multilingual teams or agents with limited English proficiency
