Lead eLearning Designer - Technical Enablement

Job Description

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 a highly creative and tech-savvy Learning Experience Designer to join our expanding Revenue Enablement team. In this role, you’ll lead the design and development of impactful, measurable eLearning programs and resources that empower Freshworks teams to sell our products effectively. You’ll partner closely with our Sales, Solution Engineering, and Professional Services teams to create educational content and training materials that enhance sales performance. With a deep understanding of adult learning principles, you’ll translate complex business requirements into engaging and effective digital learning solutions in collaboration with subject matter experts and key stakeholders. This is a unique opportunity to shape the eLearning experiences that fuel our technical sales teams.

Key Responsibilities

• Technical Sales Enablement: Design and build technical eLearning certifications to ensure our Solution Engineers, Professional Services, and Channel Sales teams are prepared to sell, demo, and implement our products.
• Digital Technical Training: Develop interactive eLearning modules, simulations, and knowledge checks focused on complex integrations, platform configuration, and custom solution delivery. Create competitive deep-dive content and objection handling scenarios for technical buyers, equipping SEs to articulate Freshworks’ technical superiority.
• Pre-Sales Technical Content Creation: Lead the creation and maintenance of a robust library of technical validation documents, reference architectures, deployment guides, and demo scripts for partner SE use. Establish a feedback loop with Freshworks’ internal Solution Engineering team to co-develop and validate partner technical enablement materials to ensure accuracy and consistency.
• Collaborative Curriculum Design: Partner with cross-functional teams and Subject Matter Experts (SMEs) to align our eLearning curriculum with their needs, utilizing AGILE methodologies for continuous improvement and flexibility.
• Global Scalable eLearning: Design and deliver cutting-edge digital training solutions that are scalable across global audiences. Create engaging eLearning courses, exercises, tutorials, job aids, knowledge assessments, and integrate social or connected learning strategies using multi-media-based assets.
• eLearning Design & Development: Utilize advanced eLearning authoring tools to develop interactive and immersive online learning experiences. Focus on content structure, clarity, and effective writing to collaborate seamlessly with eLearning developers.
• Information Architecture: Craft clear and logical information structures to ensure content flows intuitively and is easily understood. Apply learning science principles to enhance knowledge retention and learner engagement.
• Measurement & Continuous Improvement: Design robust assessments to measure learner performance and business impact. Regularly evaluate training solutions for quality and scalability, implementing iterative improvements based on data and feedback to drive measurable outcomes.

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 eLearning modules and job aids) to support technical sales audiences.
• Direct experience in a Sales Engineer, Solution Engineer, Professional Services, or comparable technical role.
• Strong understanding of the end-to-end Solution Engineering/Pre-Sales cycle, including discovery, technical qualification, complex demonstration, and proof-of-concept (POC) execution.
• Technical aptitude and ability to understand and articulate complex SaaS platform architectures, integration strategies, and competitive technical differentiators.
• Professional knowledge of eLearning authoring tools, such as Articulate 360 (Rise & Storyline), Camtasia, Vyond, Canva, and the Adobe Creative Suite.
• Experience facilitating design workshops with key stakeholders to establish the scope and success criteria for training.
• Strong organizational and project management skills.
• Exceptional writing and editing skills.
• Ability to work independently and collaboratively in a fast-paced 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.