📌 Core Information
🔹 Job Title: Lead - Content Creation
🔹 Company: Freshworks
🔹 Location: San Mateo, California, United States
🔹 Job Type: Full-time, Hybrid (On-site 3 days/week)
🔹 Category: Content Creation
🔹 Date Posted: 2025-07-17
🔹 Experience Level: 5-10 years
🔹 Remote Status: On-site preferred
🚀 Job Overview
Key aspects of this role include:
- Leading the design and development of impactful learning programs and resources for Freshworks teams
- Collaborating with cross-functional teams to create educational content that enhances sales performance and product knowledge
- Applying adult learning principles and inclusive design to create engaging and effective learning solutions
- Utilizing AGILE methodologies for continuous improvement and flexibility
ASSUMPTION: This role requires a balance of creative and strategic thinking, as well as strong project management skills to manage multiple projects and stakeholders.
📋 Key Responsibilities
✅ Lead the design and development of impactful learning programs and resources that empower Freshworks teams to engage with and sell products effectively
✅ Collaborate with cross-functional teams and Subject Matter Experts (SMEs) to co-create dynamic curricula for live classrooms, workshops, and e-learning experiences
✅ Design and deliver cutting-edge training solutions (live in-person, live virtual, and asynchronous) that are scalable across global audiences
✅ Craft clear and logical information structures to ensure content flows intuitively and is easily understood
✅ Utilize advanced eLearning authoring tools to develop interactive and immersive online learning experiences
✅ Regularly assess training solutions for quality, scalability, and impact on learner behavior and business objectives, implementing iterative improvements
✅ Harness the power of innovative technologies to maximize learner access and deliver just-in-time learning opportunities
✅ Stay at the forefront of learning methodologies, technologies, and tools, conducting ongoing research to ensure learning solutions are cutting-edge and effective in meeting evolving learner needs
✅ Design robust assessments that accurately measure learner performance, ensuring alignment with desired outcomes and providing actionable insights for continuous improvement
ASSUMPTION: This role requires strong communication and presentation skills to effectively collaborate with various teams and stakeholders.
🎯 Required Qualifications
Education: Bachelor's degree in Instructional Design, Education, or a related field (or equivalent experience)
Experience: 5-8 years of experience designing online instructional activities, live workshops, learning experiences (including interactive eLearning modules and job aids) to support adult learners
Required Skills:
- Working knowledge of eLearning authoring tools, such as Articulate 360 (Rise & Storyline), Camtasia, Vyond, Canva, and the Adobe Creative Suite
- Experience creating learning evaluation plans
- Strong knowledge of inclusive and accessible design, including WCAG
- Strong organizational and project management skills
- Excellent communication, presentation, and interpersonal skills
- Exceptional writing and editing skills
- Ability to work independently and collaboratively in a fast-paced environment
- A proactive and adaptable mindset with a commitment to continuous improvement and learning
Preferred Skills:
- Experience with AGILE methodologies
- Familiarity with learning management systems (LMS)
- Knowledge of learning analytics and data-driven decision making
ASSUMPTION: While not explicitly stated, proficiency in English is likely required for this role due to the global nature of the company and the need to collaborate with various teams.
💰 Compensation & Benefits
Salary Range: $136,000 to $195,500 USD + Bonus (based on location, experience, job-related skills, and level)
Benefits:
- Dental Insurance
- Medical Insurance
- Vision Insurance
- Disability Insurance
- Life Insurance
- Equity
- Employee Stock Purchase Plan
- Flexible PTO
- Flexible Spending
- Commuter Benefits
- Wellness Benefits
- Adoption Leave
- Parental Leave
Working Hours: Full-time, with on-site expectations of 3 days/week (Tue-Thur)
ASSUMPTION: The salary range provided is an estimate based on industry standards for similar roles and experience levels. Actual compensation may vary based on individual qualifications and company discretion.
📌 Applicant Insights
🔍 Company Context
Industry: Software Development, specifically Customer Support Software, Helpdesk, and Web 2.0 solutions
Company Size: 1,001-5,000 employees (Large enterprise with global presence)
Founded: 2010, with headquarters in San Mateo, California
Company Description:
- Freshworks Inc. (NASDAQ: FRSH) builds uncomplicated service software that delivers exceptional customer and employee experiences
- Over 72,000 companies, including industry leaders like Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency
- Freshworks offers multiple options for dental, medical, vision, disability, and life insurances, as well as equity, ESPP, flexible PTO, flexible spending, commuter benefits, and wellness benefits
Company Specialties:
- Customer Support Software
- Helpdesk
- Web 2.0
- SaaS
- Support Ticket System
- Web-Based Support Ticket System
- CRM
- ITSM
- Applicant Tracking System
- Conversion Optimization Suite
Company Website: Freshworks
ASSUMPTION: Freshworks is a well-established company with a strong focus on customer and employee experience, making it an attractive choice for professionals seeking growth and development opportunities in the software industry.
📊 Role Analysis
Career Level: Mid-level to senior, with the potential for growth into a management or leadership role
Reporting Structure: This role reports directly to the Revenue Enablement team and collaborates with various cross-functional teams, including Go-to-Market (GTM) teams and Subject Matter Experts (SMEs)
Work Arrangement: Hybrid, with on-site expectations of 3 days/week (Tue-Thur)
Growth Opportunities:
- Potential to lead and mentor junior team members as the team grows
- Opportunities to collaborate with various teams and stakeholders, expanding knowledge and skillset
- Possibility to take on more strategic or leadership roles within the Revenue Enablement team or the broader organization
ASSUMPTION: This role offers significant growth potential for the right candidate, with opportunities to expand their skills, knowledge, and career within the organization.
🌍 Location & Work Environment
Office Type: Modern, collaborative workspace with on-site expectations of 3 days/week (Tue-Thur)
Office Location(s): San Mateo, California, United States
Geographic Context:
- San Mateo is located in the San Francisco Bay Area, offering a mix of urban and suburban living with easy access to major tech hubs
- The area is known for its diverse culture, vibrant food scene, and numerous outdoor recreation opportunities
- San Mateo has a Mediterranean climate, with mild winters and warm, dry summers
Work Schedule: Full-time, with on-site expectations of 3 days/week (Tue-Thur) and flexible remote work options
ASSUMPTION: The hybrid work arrangement offers a good balance between on-site collaboration and remote flexibility, allowing employees to maintain a healthy work-life balance.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screen with a member of the HR team
- Technical assessment or case study presentation
- On-site or virtual interview with the hiring manager and team members
- Final decision and offer
Key Assessment Areas:
- Candidates' understanding of adult learning principles and instructional design methodologies
- Candidates' ability to collaborate effectively with cross-functional teams and stakeholders
- Candidates' technical skills with eLearning authoring tools and inclusive design principles
- Candidates' problem-solving skills and adaptability in a fast-paced environment
Application Tips:
- Tailor your resume and cover letter to highlight relevant experience and skills for this role
- Demonstrate your understanding of adult learning principles and instructional design methodologies in your application materials
- Showcase your ability to collaborate effectively with cross-functional teams and stakeholders through examples from your past experiences
- Prepare for technical assessments or case study presentations by familiarizing yourself with the eLearning authoring tools listed in the job description
ATS Keywords: Instructional Design, eLearning, Adult Learning Principles, Inclusive Design, Collaboration, Project Management, AGILE, Cross-functional Teams, Stakeholder Management, Technical Skills, Problem-Solving, Adaptability
ASSUMPTION: The interview process for this role is likely to be comprehensive, focusing on both technical skills and cultural fit within the organization.
🛠️ Tools & Technologies
- Articulate 360 (Rise & Storyline)
- Camtasia
- Vyond
- Canva
- Adobe Creative Suite
- Learning Management Systems (LMS)
- AGILE methodologies
ASSUMPTION: Familiarity with these tools and technologies is essential for success in this role, as they are used to create engaging and effective learning experiences.
👔 Cultural Fit Considerations
Company Values:
- Customer-centric
- Innovative
- Collaborative
- Inclusive
- Transparent
Work Style:
- Fast-paced and dynamic
- Collaborative and cross-functional
- Data-driven and results-oriented
- Continuously learning and improving
Self-Assessment Questions:
- Do I have a strong understanding of adult learning principles and instructional design methodologies?
- Am I comfortable working in a fast-paced, collaborative environment with cross-functional teams and stakeholders?
- Do I have strong technical skills with eLearning authoring tools and inclusive design principles?
- Am I adaptable and able to problem-solve in a dynamic work environment?
ASSUMPTION: Freshworks values candidates who are customer-centric, innovative, collaborative, inclusive, transparent, and able to thrive in a fast-paced, data-driven, and results-oriented work environment.
⚠️ Potential Challenges
- Managing multiple projects and stakeholders simultaneously, requiring strong project management and prioritization skills
- Keeping up with the latest learning methodologies, technologies, and tools, necessitating continuous learning and adaptation
- Balancing on-site collaboration with remote work, requiring strong communication and time management skills
- Working with global audiences, demanding cultural sensitivity and adaptability
ASSUMPTION: These challenges can be overcome with strong project management skills, a commitment to continuous learning, effective communication, and cultural sensitivity.
📈 Similar Roles Comparison
- This role differs from related positions in its focus on creating learning experiences for internal teams (sales, partner, and customer success) rather than external customers
- Industry-specific context: Freshworks specializes in customer support software, helpdesk, and web 2.0 solutions, which may require specific knowledge of these products and their features
- Career path comparison: This role offers growth potential into management or leadership positions within the Revenue Enablement team or the broader organization
ASSUMPTION: This role is unique in its focus on internal learning experiences and offers significant growth potential for the right candidate.
📝 Sample Projects
- Developing an interactive eLearning module to teach sales teams about a new product feature, including quizzes and assessments to measure knowledge retention and application
- Designing and delivering a live virtual workshop for partner teams to enhance their understanding of Freshworks' customer support software and best practices for implementation
- Creating a job aid or quick reference guide for customer success teams to efficiently resolve customer inquiries and troubleshoot technical issues
ASSUMPTION: These sample projects demonstrate the variety of learning experiences that may be required in this role, from interactive eLearning modules to live virtual workshops and job aids.
❓ Key Questions to Ask During Interview
- Can you describe the team structure and dynamics within the Revenue Enablement team and how this role fits into the broader organization?
- How does the company support the professional development and growth of its employees, particularly in this role?
- What are the key priorities for this role in the first 30, 60, and 90 days?
- How does the company measure the success and impact of learning experiences created by this role?
- What is the company's approach to work-life balance, particularly for hybrid or remote employees?
ASSUMPTION: These questions can help candidates better understand the role, the team, and the company culture, enabling them to make an informed decision about their fit within the organization.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight relevant experience and skills for this role, demonstrating your understanding of adult learning principles and instructional design methodologies
- Prepare for technical assessments or case study presentations by familiarizing yourself with the eLearning authoring tools listed in the job description
- Follow up with the hiring manager or HR team one week after submitting your application to express your interest and reiterate your qualifications
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
