Instructional Designer

About the role

The Instructional Designer / Knowledge Content Specialist is responsible for designing, structuring, and maintaining clear, user-centered process documentation and knowledge assets. This role transforms complex processes into intuitive, actionable content for both internal employees and customer-facing channels, including AI-powered tools.

Responsibilities

• Develop and maintain human-readable Standard Operating Procedures (SOPs) and Work Instructions (WIs)
• Translate complex workflows into clear, structured, and easy-to-follow content
• Ensure documentation aligns with process maps and operational intent
• Apply ISO-aligned document control standards (versioning, ownership, updates)
• Create and optimize content for AI chatbots and virtual assistants
• Design responses that are: Clear and conversational, Accurate and compliant, Aligned with brand voice and customer expectations
• Ensure content supports self-service and first-contact resolution
• Develop decision trees, guided workflows, and troubleshooting logic
• Structure content to help agents and customers: Navigate complex scenarios, Make accurate decisions quickly, Collaborate with SMEs to validate logic and edge cases
• Design content with a user-first mindset (agents, customers, partners)
• Improve findability and usability of knowledge assets
• Standardize formats, templates, and naming conventions
• Identify gaps and continuously improve knowledge effectiveness
• Proven ability to take complex processes and convert them into clear, structured SOPs, work instructions, or knowledge content that are easy to follow
• Demonstrated experience improving, streamlining, and enhancing existing documentation for clarity, usability, and efficiency (human + AI consumption)
• Ability to create content tailored to different audiences (agents, customers, chatbots) with a focus on usability, logical flow, and self-service success

Requirements

Required:

• Proven ability to take complex processes and convert them into clear, structured SOPs, work instructions, or knowledge content that are easy to follow
• Demonstrated experience improving, streamlining, and enhancing existing documentation for clarity, usability, and efficiency (human + AI consumption)
• Ability to create content tailored to different audiences (agents, customers, chatbots) with a focus on usability, logical flow, and self-service success

Preferred:

• Experience with AI/chatbot content or knowledge platforms
• Portfolio or writing samples showcasing structured documentation

Qualifications

• Bachelor's Degree in Instructional Design, Technical Writing, or Knowledge Management (or equivalent experience)

Skills

• User-Centered & AI-Ready Content Design
• Process-to-Content Translation Expertise
• Content Optimization & Simplification

Benefits

• Medical and Dental (FastTek pays majority of the medical program)
• Vision
• Personal Time Off (PTO) Program
• Long Term Disability (100% paid)
• Life Insurance (100% paid)
• 401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match
• Leverage our employee referral program
• Participate in our employee recognition culture

Pay

TBD

Schedule

TBD