Instructional Designer & Facilitator

About Dialpad

Dialpad is the leading Ai-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, Ai-driven insights. Visit dialpad.com to learn more.

Being a Dialer

At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers.

We thrive on continuous evolution, where every employee leverages industry-leading Ai to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Your role

As an Instructional Designer & Facilitator, you'll be at the forefront of educating our support teams on the ins and outs of our platform, systems, and tools. You’ll design and deliver technical training programs that help agents navigate complex environments, troubleshoot efficiently, and deliver high-quality technical support.

This role requires a unique blend of technical acumen, instructional design, and facilitation skills. You’ll partner closely with subject matter experts, product teams, and support operations to ensure our training is accurate, up-to-date, and aligned with evolving business needs.

Your work will directly influence the speed, accuracy, and confidence of our technical support teams—making a real impact on customer satisfaction and internal efficiency.

This position reports to our CX Learning & Enablement Manager and has the opportunity to be based in our Pasig City, Metro Manila Office (flexible hybrid setting). Candidates must be able to work under US Pacific time hours (7am - 4pm).

Our Customer Experience (CX) team is dedicated to delivering outstanding support that drives customer satisfaction and success. Within this organization, the CX Enablement function plays a pivotal role in preparing our frontline teams with the tools, training, and knowledge they need to confidently support our products and services.

The CX Enablement team empowers agents and technical support specialists with the skills to troubleshoot, resolve, and communicate complex technical issues effectively. We work cross-functionally to translate technical knowledge into clear, actionable training that supports both our team’s performance and our customers’ needs.

We’re curious, collaborative, and solutions-oriented—and we’re passionate about creating a learning culture that’s as dynamic and agile as the technology we support.

What you’ll do

• Lead engaging, interactive training sessions (virtual and/or in-person) for new hires and tenured support agents focused on systems, tools, workflows, and technical troubleshooting.
• Foster a supportive and inclusive learning environment where participants feel comfortable asking questions and sharing experiences.
• Use a variety of facilitation techniques to accommodate different learning styles and keep sessions dynamic and impactful.
• Guide learners through real-world scenarios, role plays, and hands-on practice to build confidence and retention.
• Provide real-time feedback, coaching, and support to learners during and after training sessions.
• Continuously assess learner engagement and comprehension, adjusting facilitation style as needed.
• Gather and relay feedback to improve training content, delivery methods, and learner experience.
• Analyze learning needs and objectives to design effective and results-driven learning experiences.
• Support the implementation of new tools, systems, or workflows by creating technical enablement strategies and resources. (slide decks, documentation, video tutorials, Guru cards, and job aids).
• Translate complex technical information into clear, engaging, and digestible content for learners at varying technical levels.
• Partner with subject matter experts (SMEs), product, engineering, and support teams to ensure training content is accurate and up to date.
• Create assessments, quizzes, and hands-on exercises to reinforce learning and measure retention.
• Continuously improve learning experiences by monitoring and evaluating learner feedback, performance data, and KPIs.
• Continuously update training programs in response to product changes, process updates, and evolving business needs.
• Maintain and update course content within the LMS, ensuring accuracy and relevance.
• Monitor learner progress, generate reports, and analyze data to evaluate the effectiveness of learning experiences.
• Troubleshoot technical issues related to the LMS and provide timely support to learners and stakeholders.
• Become a subject matter expert on our products, staying updated on the latest features, updates, and enhancements.
• Demonstrate a deep understanding of our products' capabilities, use cases, and competitive advantages.
• Collaborate with product teams to provide insights on learner feedback and contribute to product improvement based on training outcomes.
• Stay up-to-date with the latest trends and advancements in learning technologies, multimedia development, and instructional design methodologies.

Skills you'll bring

• 2 - 5 years of experience in technical training, L&D, customer support, or a technical enablement role.
• Strong facilitation skills with experience delivering technical content to a variety of audiences.
• Deep understanding of technical concepts, telephony, systems, APIs, or platforms, with the ability to explain them clearly to non-technical audiences.
• Proficient with tools like LMS platforms, screen recording software, presentation tools, and remote collaboration platforms.
• Excellent written and verbal English communication skills.
• Ability to manage multiple projects and priorities in a fast-paced, constantly evolving environment.
• Experience working cross-functionally with product, engineering, and support teams.
• Experience with instructional design, curriculum development, or certifications in technical training.
• Experience working in a SaaS software support or contact center environment would be a strong asset.