Job Description

About PrePass

PrePass is North America's most trusted weigh station bypass and toll management platform. We’re transforming how the transportation industry operates—creating solutions that keep trucks moving safely, efficiently, and compliantly. This means making bold decisions and building systems that support not only fleets but the broader economy. It all starts with enabling commercial vehicles to keep rolling with seamless toll management, weigh station bypass, and safety solutions. It’s what we do best, and we do it to meet the demands of the road every day.

That’s why people join us: our solutions are implemented in real-time, on highways and interstates across the nation, helping fleets go farther, faster. This work challenges and rewards, presenting complex problems that need ambitious answers. We hire bold thinkers with a heart for impact, a passion for progress, and the optimism to shape the future of transportation.

About the Role

We’re seeking a Learning Experience Designer / Instructional Designer to help build and scale our customer education function.

This role is responsible for supporting the development and delivery of a comprehensive, customer-facing training ecosystem that enables faster onboarding, stronger product adoption, and improved customer outcomes.

This individual will contribute to the execution of customer education initiatives, including training content, self-service resources, and learning paths. They will partner closely with Product, Customer Success, Support, and Marketing to ensure customers have the knowledge and tools needed to succeed.

Essential Responsibilities

Customer Training Strategy and Program Support

• Define and support the execution of customer education efforts aligned to customer lifecycle stages.
• Assist in identifying customer personas and learning needs across segments.
• Contribute to establishing learning objectives, success metrics, and feedback loops.
• Ensure training initiatives support product adoption and reduce support dependency.

Training Content and Help Center Development

• Design and develop customer training materials, including videos, guides, documentation, and self-service resources.
• Translate product functionality into clear, accessible learning experiences.
• Support the organization and maintenance of a customer-facing help center or content repository.
• Partner with internal teams to ensure training content remains current as products and features evolve.

Customer Education Platform Support

• Assist in building and organizing a centralized location for customer education content using existing tools.
• Support the development of structured learning paths tailored to different customer segments.
• Help maintain organization and usability of training content to support scalability.

Support and Knowledge Enablement

• Partner with Support to identify recurring customer issues and training opportunities.
• Develop content to address common questions and reduce reliance on reactive support.
• Align training materials with help center resources to create a consistent customer experience.

Cross-Functional Collaboration

• Collaborate with Customer Success and Implementation teams to support onboarding and post-launch training.
• Partner with Product to align training content with releases and feature updates.
• Work with Marketing and Support to ensure consistency across customer-facing materials.
• Identify opportunities to streamline and reuse content across teams.

Training and Enablement Support

• Support development of materials for live training sessions and webinars.
• Help standardize training content and delivery approaches.
• Contribute to expanding self-service training options over time.

Requirements

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years of experience in instructional design, training, customer education, or a related field within a SaaS or technology environment.
• Experience developing customer-facing training materials, including documentation, guides, and self-service learning content.
• Working knowledge of instructional design principles and adult learning methodologies.
• Demonstrated ability to translate product functionality or technical concepts into clear, user-friendly content.
• Experience collaborating with cross-functional teams such as Product, Customer Success, Support, or Marketing.
• Familiarity with knowledge base platforms, LMS tools, or similar content management systems.
• Proven ability to manage multiple projects and priorities in a fast-paced environment.
• Strong written and verbal communication skills.

Bonus Points For (Optional)

• Experience supporting customer onboarding or customer education programs.
• Familiarity with SaaS product environments or implementation workflows.
• Exposure to defining or contributing to learning paths or structured training programs.
• Experience using data or feedback to improve training effectiveness.
• Experience working in resource-constrained or developing program environments.

Desired Characteristics

• Detail-oriented with strong execution skills.
• Comfortable working in evolving or ambiguous environments.
• Customer-focused mindset with a passion for education and enablement.
• Collaborative and adaptable approach to working across teams.
• High ownership, accountability, and bias toward action.

Benefits

How We Will Take Care of You

• Robust benefit package that includes medical, dental, and vision that start on date of hire.
• Paid Time Off, to include vacation, sick, holidays, and floating holidays.
• 401(k) plan with employer match.
• Company-funded “lifestyle account” upon date of hire for you to apply toward your physical and mental well-being (i.e., ski passes, retreats, gym memberships).
• Tuition Reimbursement Program.
• Voluntary benefits, to include but not limited to Legal and Pet Discounts.
• Employee Assistance Program (available at no cost to you).
• Company-sponsored and funded “Culture Team” that focuses on the Physical, Mental, and Professional well-being of employees.
• Community Give-Back initiatives.
• Culture that focuses on employee development initiatives.

Join Us

At PrePass, our mission drives us.

We invest in relationships. We challenge ourselves to innovate and improve. We win together. Simply put, we live our Core Values.

Ready to help move the transportation industry forward? Join us and let’s drive progress—together.

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