The L&D team is a unit of three people dedicated to learning and development, tasked with making sure all player support partners have access to the training necessary to do a fantastic job. We are now looking for a fourth member, an experienced Instructional Designer, to support the L&D unit by developing outstanding curricula in content areas including product knowledge, procedures, tools and communication skills. In other words, someone who can design programs that make new and seasoned support agents alike confident experts in Supercell games, common support requests, the tools we use to help players and the respect with which we want to treat them.
About The Role
An experienced Instructional Designer, to support the L&D unit by developing outstanding training programmes in content areas including product knowledge, procedures, tools and communication skills. The Instructional Designer is someone who has demonstrated expertise in a support environment and can design programs that make new and seasoned support agents confident experts in Supercell games, communication techniques when handling common support requests, and the tools we use to help players.
Work with Subject Matter Experts (SMEs), Product Managers and/or other technical experts to create curricula with the following components:
Supplemental multimedia materials such as blogs, webinars, etc.
Update instructional, training, and curriculum materials consistently
Conduct learning needs assessments and strategic learning assessments, interview SMEs, and use research to develop instructional content
Pilot, evaluate and revise training materials such as texts, outlines, and handouts
Make recommendations regarding course design, technology, and instruction delivery options
Recommend instructional methods such as individual or group instruction, self-study, lectures, demonstrations, simulation exercises and role-playing appropriate for content and learner characteristics
Effectively facilitate Train-the-Trainer sessions for newly developed programmes
Analyze learner performance data to determine effectiveness of instructional methods, courses, and instructional materials
Assess effectiveness and efficiency of instruction according to student learning, knowledge transfer, and customer satisfaction
Share material digitally and coordinate globally with other regional learning teams to implement the best learning solutions and training methods
Travel to global locations to oversee and ensure application of best practices in training methods
Bachelor’s degree in Education, Instructional Design or a related discipline required; Master’s degree preferred
Minimum 4 years experience designing and developing training curricula
Minimum 4 years experience working in a customer support environment
Demonstrated knowledge of best practices in learning needs analysis, curriculum design, and assessment strategies
Ability to select teaching methods appropriate for content, industry and audience
Ability to apply principles of adult learning and instructional design to develop and design ILT and blend with technology based learning materials, tools, modules and courses
Experience of working with subject matter experts (SME) to develop accurate, relevant content, including demonstrated facilitation skills
Experience with computer-based training software and current eLearning tools (Moodle, Docebo, Adobe Captivate, Articulate Storyline, etc.) as well as Microsoft Office products and conference services like Cisco WebEx
Strong communication skills, both verbal and written
Strong project planning, project management, and project integration skills
Highly collaborative in working with colleagues and vendors from other cultures and countries
Willingness to travel
Passion for adult learning and development.
Passion for video games and mobile applications
Experience of training trainers
Experience managing a knowledge base
Knowledge of and passion for Supercell games and gaming culture.
Experience of working with people in a global environment.
Interest in new web technologies and tools
Why you will love it here
Independence and a lack of bureaucracy that clears the way for your to do the best work possible
Strong compensation and benefits. We create great teams and take very good care of them.
Put smiles on the faces of the 100 million people who play our games every single day
Travel to our offices in Seoul, San Francisco, Tokyo and Shanghai, as well as annual company off-site meetings
Work with kind, humble teams that inspire
Supercell aims to create games that millions of people will play for years or decades to come. We believe the best people make the best games, and that’s who we’re looking for. If you love games and are passionate about playing and crafting them, and you’re looking for a job that provides you ownership and independence, you’re in the right place.
Supercell isn’t an entertainment company, it isn’t a start-up, and it isn’t just any game company. Our focus sets us apart. Focus means saying no a lot. To release four games, we have killed fourteen. We’ve shut down marketing campaigns because they weren’t perfect for our players, and we’ve scrapped a ton of game features that were simply too niche.
We also believe that focus means staying small. We hire only the most passionate doers and arm them with the trust and support to make the biggest impact possible. As part of a small, independent team at Supercell, you’ll be free to dream and succeed (and sometimes fail) big!