Instructional Designer – Writer

CanadaHelps

. Own and maintain customer-facing CanadaHelps Ensemble documentation .

Posted 10/8/2026contractToronto • CanadaJuniorMid-Level💰 CA$65,000 - CA$75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and maintaining clear, accurate, and user-friendly documentation and training materials for customer-facing platforms. Proficient in collaborating with cross-functional teams to enhance knowledge sharing and improve operational efficiency.

Highest-signal resume keywords

Training DesignKnowledge Base ManagementTechnical CommunicationCross-Functional CollaborationBilingualism in English and French

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Documentation DevelopmentContent StandardizationKnowledge Base AuditingTraining DeliveryAPI FamiliarityLearning Management SystemsProcess DocumentationPerformance Metrics MonitoringVersion ControlGovernance Practices

Soft Skills

Exceptional Communication SkillsOrganizational AbilitiesMultitaskingAttention to DetailIndependent Work

Tools & Technologies

Google WorkspaceMicrosoft Office

Industry Keywords

SaaSNonprofitClient ServicesCharityTechnical Product Knowledge

About the role

Key responsibilities & impact

Own and maintain customer-facing CanadaHelps Ensemble documentation
Support charity administrators by email and occasional phone calls
Audit and update knowledge base articles as platform features evolve
Ensure help content is clear, accurate, usable, and aligned with current workflows
Act as the escalation point for knowledge gaps and inconsistencies
Develop and standardize knowledge base articles, job aids, process documentation, and reference materials
Partner with subject matter experts and cross-functional stakeholders to identify gaps and validate content
Monitor knowledge base usage, search trends, feedback, and performance metrics
Establish governance practices for content ownership, review cadences, version control, quality standards, and publishing
Design and deliver CanadaHelps Ensemble training for Support, Account Development, and Customer Success teams
Create guides, walkthroughs, demos, and release notes
Translate product changes into training and documentation updates
Support onboarding and refresher training
Train and maintain Genie chatbot knowledge, including supported actions, limitations, and escalation paths
Validate chatbot responses against live platform behavior
Monitor adoption signals, collect feedback, and recommend improvements to Product and CX leaders
Collaborate with Product, Support, CX, Data, and Content Enablement teams
Perform other duties and projects supporting operational priorities and continuous improvement

Requirements

What you’ll need

Minimum of 2–3 years of experience in a training, instructional design, client services, or operations role within a tech, SaaS, or nonprofit-focused organization
Strong ability to translate technical product knowledge into accessible learning for cross-functional teams
Exceptional verbal and written communication skills with a clear instructional style
Experience with Google Workspace, Microsoft Office, and learning management systems
Strong organizational and multitasking abilities with keen attention to detail
Ability to work independently while managing cross-team collaboration
Experience working with charity or nonprofit partners is an asset
Familiarity with API-based product environments is an asset
Innovative approach to training design and team enablement is an asset
Bilingualism in English and French is a strong asset

Benefits

Comp & perks

Flexible, inclusive environment
Growth, ambition, and shared success
Remote work arrangement
Potential in-office team collaboration in Toronto