Design, build, and ship scenario-based eLearning, sandbox practice, and live virtual sessions that get new team members confident and customer-ready, fast.
Partner with SMEs, Support managers, Product, and Ops to turn new product releases and process changes into task-based learning the team will actually use.
Use AI tools end-to-end in your authoring workflow - drafting, media, knowledge checks, localisation, QA - and help raise the bar for how the whole team works.
Facilitate live sessions and coach internal SMEs to deliver their own (think peer-led communities of practice, not death-by-deck).
Measure what matters — CSAT, QA, and time-to-productivity - and iterate based on what the data tells you, not what feels nice.
Own your projects end-to-end: scoping, stakeholder wrangling, build, pilot, rollout, and the honest retro afterwards.

3+ years as an Instructional Designer / Learning Experience Designer, ideally in SaaS, customer support, or technical enablement.
Hands-on with eLearning authoring tools — Articulate, Rise 360, Storyline, Adobe Captivate, Camtasia — and comfortable in an LMS/LXP environment.
A working portfolio that shows AI as part of how you build, not a buzzword on your CV — prompting, content generation, media, and a clear point of view on where AI helps and where it doesn't.
Strong facilitation and presentation skills, virtual and in-person, with experience coaching others to deliver ("train-the-trainer" is your happy place).
Solid grounding in adult learning principles, project management, and evaluation frameworks — and the ability to tie learning to business outcomes.
Confident stakeholder management across technical, operational, and senior audiences — you can hold your ground and bring people with you.
A curious, agile mindset — you challenge the status quo kindly, you ship, and you'd rather learn in public than wait for perfect.

Experience designing for technical / GRC / governance, risk and compliance software.
Video and multimedia production chops — editing, voiceover, light graphics.
Familiarity with Salesforce Service Cloud workflows or other case management platforms.
Exposure to peer-led learning, communities of practice or certification programmes.
Comfort working in Airtable, Confluence, and SharePoint as part of a globally distributed team.
Experience with newer AI-native learning platforms (Sana, Synthesia, ElevenLabs, Bongo, or similar) and an interest in where the LMS world is heading next.

Remote (Worldwide)

Diligent Corporation is hiring a Support Training Specialist