At Backcountry, our mission is to connect people to their passions. Our four online stores—Backcountry, Competitive Cyclist, MotoSport and, SteepandCheap—aim to supply our customers with the gear, knowledge, and inspiration necessary to get out there and chase down life’s greatest moments. We do this by providing the biggest and best assortment of premium outdoor products, superior shopping experience, personalized Gearhead expertise, lightning-fast and accurate fulfillment, and inspirational, informative, and community-centered content.
The Instructional Designer Jr. will be responsible for developing and delivering engaging training programs for the company's customer service teams. This includes creating e-learning content, designing training materials, and conducting webinars and live training sessions. The role requires strong design skills, a passion for learning and development, and the ability to work in a fast-paced, bilingual (English/Spanish) call center environment. The Instructional Designer will ensure that all training materials align with business needs and enhance employee performance.
Key Responsibilities
- Design and develop training materials, including e-learning modules, presentations, guides, and job aids for customer service representatives.
- Conduct live training sessions and webinars, ensuring effective knowledge transfer to bilingual teams.
- Respond to support tickets via ZenDesk, primarily related to InnovateU.
- Collaborate with subject matter experts to create engaging, interactive learning content that meets the company’s training objectives.
- Customize training programs to meet the specific needs of different departments, ensuring alignment with business goals and performance metrics.
- Use instructional design tools and software (e.g., Articulate 360, Adobe Captivate, or similar) to create visually appealing and interactive learning content.
- Continuously update and improve training materials based on feedback and performance data.
- Assist in onboarding and orientation programs by creating training materials for new hires.
- Monitor and assess the effectiveness of training programs through evaluations, surveys, and performance metrics.
- Provide ongoing support and coaching to customer service teams to enhance their knowledge and skills.
- Stay up to date with instructional design trends, tools, and technologies to ensure training materials remain relevant and engaging.
- Maintain accurate records of training activities, materials, and employee progress.
Qualifications
- Bachelor’s degree in instructional design, education, communications, or a related field.
- 1-2 years of experience in instructional design or training development, preferably in a bilingual (English/Spanish) environment.
- Bilingual proficiency in English and Spanish, with excellent verbal and written communication skills.
- Strong design skills with proficiency in e-learning development tools (e.g., Articulate, Captivate, or equivalent) and graphic design software (e.g., Adobe Creative Suite).
- Experience delivering live training sessions and webinars.
- Strong understanding of adult learning principles and instructional design best practices.
- Excellent organizational and project management skills, with the ability to manage multiple training projects simultaneously.
Desired Skills
- Experience in a call center environment.
- Familiarity with customer service operations and performance metrics.
- Ability to work collaboratively with cross-functional teams.
- Strong attention to detail and creativity in designing engaging learning experiences.
What do we offer:
- Full time $27,000 MXN monthly gross salary.
- Law benefits from day one.
- Home office.
- Full equipment provided.
- 10-hour shift
- 1 hour Lunch - 2 breaks of 15 minutes each.
- Two days off (Sat-Sun).
- Total Pass.
- Above the law benefits after 90 days (Food vouchers, Minor and Major Medical Insurance, Telemedicine).
- Only for CDMX and Edo. de Mex.
The CSC family of brands provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, provincial, state or local laws.
It is unlawful in Massachusetts to require or administer a lie-detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
The CSC family of brands is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please contact [email protected].
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