About the Role
As a member of SIDE's Global Player Support organization, the Instructional Designer is responsible for designing, developing, and continuously improving learning solutions that support onboarding, operational readiness, and long-term service excellence across our global Player Support programs.
Working closely with Learning & Development, Operations, Quality, Subject Matter Experts (SMEs), and client stakeholders, you will transform operational knowledge into engaging, learner-focused experiences that accelerate knowledge acquisition, improve performance, and ensure teams are prepared to deliver exceptional player support.
Every role follows a structured onboarding and development pathway designed to build confidence, strengthen operational knowledge, and prepare individuals for success in a live support environment.
What You'll Be Doing
- Design, develop, and maintain engaging learning materials for onboarding, upskilling, and continuous learning programs.
- Create instructor-led, virtual instructor-led, self-paced, and blended learning content using instructional design best practices.
- Translate complex operational processes, workflows, and product knowledge into clear, learner-friendly training materials.
- Develop structured learning paths, certification programs, knowledge checks, assessments, and practical learning activities.
- Partner with Operations, Training, Quality, and Subject Matter Experts to gather requirements and ensure learning content reflects current operational processes.
- Support knowledge transfer activities during new client implementations, program transitions, and process changes.
- Continuously review and update learning content based on operational feedback, quality insights, learner performance, and business requirements.
- Maintain version control and governance across learning documentation, job aids, facilitator guides, participant materials, and knowledge repositories.
- Evaluate learning effectiveness through learner feedback, assessment results, and operational performance metrics to recommend improvements.
- Ensure learning content aligns with adult learning principles and supports different learning styles.
- Contribute to continuous improvement initiatives by identifying opportunities to enhance learner engagement, knowledge retention, and operational readiness.
Requirements
What You'll Bring
- 2–3 years of experience in an Instructional Designer, Learning Content Developer, or similar Learning & Development role.
- Experience designing learning solutions within Customer Support, Player Support, Business Process Outsourcing (BPO), Gaming, or similar operational environments is preferred.
- Strong understanding of instructional design methodologies and adult learning principles.
- Relevant certifications in Instructional Design, eLearning development, or adult learning methodologies are an advantage.
- Excellent written communication, content writing, and information structuring skills.
- Ability to simplify complex operational concepts into engaging and easy-to-understand learning experiences.
- Experience developing instructor-led, e-learning, self-paced, and blended learning programs.
- Experience creating assessments, quizzes, facilitator guides, learner guides, job aids, and knowledge documentation.
- Strong project management and organizational skills with exceptional attention to detail.
- Ability to collaborate effectively with cross-functional stakeholders across Operations, Training, Quality, and Program teams.
- Proficiency in Microsoft Office Suite, SharePoint, Confluence, and Learning Management Systems (LMS).
- Experience using instructional authoring tools such as Articulate Storyline, Rise 360, Adobe Captivate, Camtasia, Vyond, or similar platforms is desirable.
- Basic graphic design, multimedia, or video editing skills are an advantage.
Keys to Success
- Design engaging learning experiences that improve onboarding quality, operational readiness, and learner confidence.
- Deliver high-quality learning content that remains accurate, current, and aligned with evolving operational requirements.
- Translate operational expertise into scalable learning solutions that improve knowledge retention and employee performance.
- Build trusted partnerships with Learning, Operations, Quality, and Program stakeholders to ensure learning remains relevant and effective.
- Continuously evaluate and enhance learning materials using learner feedback, quality insights, and operational performance data.
- Promote a culture of continuous learning, innovation, and operational excellence across the Global Player Support organization.
PS**:- This role involves a rotational shift (including US/Night shift)**
Benefits
What we offer:
- The opportunity to join our growing business at an exciting time.
- Dynamic and entrepreneurial culture.
Who we are:
Side is a global video game development and services provider, offering technical and creative solutions to many of the largest developers and studios around the world. Founded in 2009 and drawing on 30+ years' experience from our parent company in Japan, Side has since grown to become a global force with 15+ studios in over a dozen countries across North America, Europe, South America, and Asia.
Our industry-leading services include game development, art production, audio production, quality assurance, localization, localization QA, player support, community management, and datasets.
Help us bring stories to the world! Join a global team of passionate gamers and contribute to delivering unforgettable game experiences.
For more information, visit www.side.inc.
