Job Description

About noon

noon.com is a technology leader with a simple mission: to be the best place to buy and sell things. In doing this we hope to accelerate the digital economy of the Middle East, empowering talent and businesses to meet the full range of consumers' online needs.

noon operates without boundaries; we are aggressively and voraciously ambitious. Starting in 2017 with noon.com, the region’s homegrown e-commerce platform and leading online shopping destination, noon is now a digital ecosystem of products and services - noon, noon Daily, noon Food, NowNow, SIVVI, noon VIP, and noon Pay.

At noon we have the courage to pursue what seems impossible, we work hard to get things done, we go to great lengths to ensure that the experience of everyone from our customers to our sellers or noon Bandidos is stellar but above all, we are grateful for the opportunities we have. If you feel the above values resonate with you – you will enjoy this incredible journey with us!

Job Description

We are seeking a passionate Instructional Designer based in Gurugram to join our team, playing a key role in developing learning materials for the Noon Minutes customer support department. In this role, you will directly report to the Customer Support Leader and be responsible for creating world-class training material that enhances our front-line agents' knowledge, boosts their confidence, and ensures they deliver exceptional customer experiences with every interaction.

Key Responsibilities

• Design training curriculum for customer support front-line agents and team leads, focusing on technical knowledge, functional expertise, and scenario-handling skills.
• Develop detailed session plans and lesson plans for initial certifications, creating high-quality learning materials, including assessments.
• Identify key learning gaps by utilizing Training Needs Identification (TNI) methods, as well as analyzing customer satisfaction reports, agent quality reports, and other relevant data to inform training requirements.
• Certify master trainers and quality leads on newly developed training materials.
• Create engaging TNI methods tailored to the fast-paced, quick-commerce customer support model.

Ideal Candidate Profile

We are looking for an individual with experience delivering structured learning programs and hands-on expertise in instructional design, particularly for operations and customer support teams. This is a highly hand-on role, thus you’ll be required to be subject to tight deadlines and delivering projects.

Below are the qualifications we believe will help you succeed in this role:

• Prior experience in the e-commerce and quick commerce industry is mandatory.
• A meticulous attention to detail, with a passion for capturing the finer points of complex processes.
• Proficiency in working with Learning Management Systems (LMS), including a solid understanding of their technical features.
• Well versed and expert in using tools such as Microsoft PowerPoint, Word, Google Docs etc.
• A strong passion for developing training materials and writing high-quality content aimed at improving performance.
• Ability to thrive in a dynamic, fast-paced environment, continuously seeking ways to address knowledge gaps.
• A proven track record of independently delivering 3-4 similar training programs.
• Experience in conducting Training Needs Identification (TNI); exposure to learning strategy development is a plus, but not mandatory.
• Bachelor's degree in any stream

We’re eager to meet candidates with relevant experience and expertise and request you to only apply if you meet all the aspects mentioned above.

Who will excel?

We’re looking for candidates who thrive in a fast-paced, dynamic start-up environment. We’re searching for problem solvers, people who operate with a bias for action and have a deep understanding of the importance of resourcefulness over reliance.

Candor is our only default. Demanding unequivocal high standards should be non-negotiable because quality matters. We want people who are radically candid, cohorts who commit to settling for nothing but the best - in hiring, in accepting work from colleagues, and in your own work.

Ours is not an easy mission, but it is a meaningful one. Every hire must actively raise the bar of talent in the company to help us reach our vision.

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