Company Description
Organizations everywhere struggle under the crushing costs and complexities of "solutions" that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.
There's another option. Freshworks. With a fresh vision for how the world works.
At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.
Fresh Vision. Real Impact. Come build it with us.
Job Description
Freshworks is looking for an Instructional Designer to join our Revenue Enablement team. In this role, you'll design and build eLearning programs that equip our Solution Engineers, Professional Services, and Channel Sales teams to sell, demo, and implement Freshworks products confidently.
This is not a generalist eLearning role. We're looking for someone who has worked in technical environments — someone who has trained Systems Engineers, Systems Architects, or Systems Administrators, built IT certifications, or facilitated hands-on labs and whiteboarding sessions for technical audiences.
You don't need a SaaS background, but you should be comfortable demoing software, working with backend systems, and partnering closely with Solution Engineers to translate complex technical concepts into effective learning experiences.
What You'll Do:
- Design and develop technical eLearning certifications that prepare Solution Engineers, Professional Services teams, and Channel partners to sell, demo, and implement Freshworks products effectively.
- Build and maintain a library of technical enablement assets, including validation documents, reference architectures, deployment guides, and demo scripts.
- Create competitive deep-dive content and objection-handling scenarios that help SEs clearly articulate Freshworks' technical differentiation.
- Design scalable digital training experiences for global audiences, including eLearning courses, tutorials, exercises, job aids, and knowledge assessments.
- Apply learning science principles to ensure training is engaging, retention-focused, and practical for technical audiences.
- Measure training effectiveness and continuously improve programs based on learner performance data and stakeholder feedback.
Please note this is a hybrid role with onsite expectations of 3x/week (Tuesday - Thursday) from our Downtown Boston, MA office.
Qualifications
- 6-10 years of experience designing eLearning and digital training experiences, including interactive modules, certifications, and job aids for technical or technical sales audiences
- Hands-on technical exposure — you've demoed software, worked with backend systems, or operated in a technical environment long enough to credibly engage with Solution Engineers
- Strong understanding of the Solution Engineering/Pre-Sales lifecycle, including discovery, technical qualification, complex demonstrations, and proof-of-concept (POC) execution
- Experience designing enablement or training programs for technical sellers, engineers, or IT professionals
- Proficiency with modern eLearning authoring tools, such as Articulate 360 (Rise & Storyline), Camtasia, Vyond, Canva, and Adobe Creative Suite
- Experience facilitating design workshops with stakeholders and subject matter experts to define training scope and success criteria
- Strong organizational and project management skills, with the ability to manage multiple training initiatives simultaneously
- Exceptional writing and editing skills, with the ability to translate complex technical concepts into clear and engaging learning experiences
- Ability to work independently and collaboratively in a fast-paced, cross-functional environment
- A proactive and adaptable mindset, with a commitment to continuous improvement and learning.
Additional Information
Please note: This is a hybrid role that will be based in Boston, MA, and requires an in-office presence three days per week (Tuesday - Thursday).
The annual base salary range for this position is $110,000 - $140,000 USD. This role is also eligible for a target bonus.
Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available. Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.
At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.
