Specialist, Training and Instructionnal Design at Intercom

Montreal, Quebec, Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

E-commerceIndustries

Requirements

University degree in educational science, educational technology or a related field
Pertinent experience in a similar role
Strong communication and presentation skills in French and English
Knowledge of e-learning authoring tools such as Storyline 360, Rise, Adobe Captivate
Knowledge of multimedia software is an asset (Adobe Suite, Camtasia, etc.)
Knowledge of Learning Management Systems
Knowledge of Microsoft Suite Office
Strong sense of organization and project coordination
Ability to work in a fast-paced environment and to multitask
Ability to collaborate with diverse stakeholders
Proven capability to make proactive decisions and to demonstrate adaptability

Responsibilities

Analyze learning and development needs and propose solutions adapted to the business context
Define the appropriate training strategies and delivery methods according to the learning objectives
Develop end-to-end training projects including storyboards, content creation, voice-overs and translation
Create interactive training content and technology-supported solutions, such as e-learning capsules, one pager guides, micro learning and gamification-based content
Facilitate workshops with subject matter experts and contribute to the ideation process to simplify complex concepts and to create effective learning experiences
Develop tests and performance indicators to assess participants' skill mastery
Maintain or update existing training materials
Integrate the training content in the LMS (Workday) to provide accessible learning for all employees
Contribute to the ongoing evaluation of training programs
Coordinate with external training service providers and ensure compliance with the company standards
Identify trends, best practices and latest technologies to improve instructional design effectiveness

Skills

Storyline 360

Rise

Adobe Captivate

Adobe Suite

Camtasia

Workday LMS

Microsoft Office

Instructional Design

e-learning

Gamification

Intercom

Customer communication platform for businesses

About Intercom

Intercom provides a customer communication platform that enables businesses to connect with their customers through personalized messaging and automation. The platform includes tools for live chat, email marketing, and customer support, allowing companies to manage interactions in one place. Intercom operates on a subscription model, offering various pricing tiers based on the features and scale needed by clients, which range from small startups to large enterprises across different industries. What sets Intercom apart from its competitors is its integration of multiple communication tools and analytics features, which help businesses assess the effectiveness of their customer engagement strategies. The main goal of Intercom is to enhance customer experience by facilitating better communication between businesses and their customers.

San Francisco, CaliforniaHeadquarters

2011Year Founded

$234.2MTotal Funding

SERIES_DCompany Stage

Consumer Software, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

We reward our people - All full-time Intercom employees are offered a rewards program that includes competitive base salary, bonus, equity, and benefits.

We love to learn - There are so many opportunities here to learn and build a career. We support employees' growth by offering a wide range of continuing education options, including core skills, management training, and guided learning.

We take employee wellbeing seriously - We offer comprehensive healthcare coverage, including medical, dental, and vision, as well as employee assistance programs and mental health resources. We also offer flexible time off, significant paid family leave, and more.

The world has changed. So has the way we work - The majority of our employees say they prefer a hybrid model of work—some in-office time, some WFH—so that's our current approach. No matter what, though, we're committed to listening to our team.

Risks

Emerging startups offer similar solutions at lower prices, threatening market share.

Major tech companies' AI advancements may outpace Intercom's offerings.

Stricter data privacy regulations could increase compliance costs for Intercom.

Differentiation

Intercom integrates live chat, email marketing, and support into a single platform.

The platform supports over 600 million monthly active end users globally.

Intercom's analytics tools help businesses measure communication strategy effectiveness.

Upsides

Demand for AI-driven support solutions enhances Intercom's offerings.

Omnichannel communication trends align with Intercom's integrated messaging solutions.

E-commerce expansion drives demand for robust customer support systems like Intercom.

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