Instructional Designer (SaaS)

TL;DR

Instructional Designer (SaaS): Building and owning the end-to-end customer education function with an accent on creating multi-modal implementation materials and documentation. Focus on designing a scalable content system to drive self-serve adoption and support internal teams like Product and Implementation.

Location: Must be based in or able to commute to Redwood City, CA 4 days per week

Salary: $90,000 – $150,000

Company

A fast-growing, venture-backed technology startup aiming to modernize independent supply and hardware stores through innovative SaaS solutions.

What you will do

• Define and own the strategy for customer education, content systems, and documentation tooling.
• Write, update, and manage the customer-facing documentation library to ensure accuracy for new product features.
• Create multi-modal training materials and walkthroughs to facilitate client implementation and self-serve adoption.
• Collaborate cross-functionally with Product, CX, and Implementation teams to align content with product releases.
• Measure the impact of created content by tracking engagement, support deflection, and adoption metrics.

Requirements

• Proven experience in instructional design, L&D, or content creation, preferably in a SaaS environment.
• Exceptional writing skills with the ability to explain complex software features clearly.
• Hands-on experience with training video tools like Loom or Camtasia.
• Ability to work onsite 4 days a week in Redwood City, CA.
• Self-directed, systems-oriented mindset for designing scalable processes.

Nice to have

• Experience with knowledge base platforms such as Intercom or Zendesk.
• Portfolio demonstrating impactful help articles, training videos, or onboarding materials.
• Experience with e-learning authoring tools like Articulate Rise or Storyline.
• Background in retail, point-of-sale, or vertical SaaS.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage.
• 401k plan with Betterment.
• Unlimited PTO policy plus 10 company-paid holidays.
• Daily team lunches provided for onsite staff.
• Support for professional development through learning materials and audiobook subscriptions.

Hiring process

• Initial screening and intro calls with the team.
• Take-home exercise involving a product spec and documentation/training task.
• Final in-person round in Redwood City including team meetings and a short chat with the CEO.