Customer Education Specialist

Optix; Vancouver; Hybrid; CAD 65,000 - 85,000; Full time

Benefits offered by this job

Competitive salary CAD 65k-85k

Commission structure

Stock options

Health and dental coverage

Hybrid 60/40

Growth opportunities

Job summary

Optix in Vancouver is seeking a Customer Education Specialist to build self-serve onboarding content, videos, and guides, enabling clients to learn fundamentals and adopt new features independently.

You'll work with Customer Success and Product, using Claude Design and AI tools to produce polished, on-brand content, track impact on onboarding and adoption, and keep materials up to date.

This hands-on role offers a hybrid work setup and opportunities to shape a growing SaaS platform.

Qualifications

• Track record of creating structured content, training materials, or video content professionally.
• Comfortable using AI tools (e.g. Claude) and design platforms to produce polished materials independently.
• Strong instinct for turning a confusing process into a clear, engaging explanation.
• Comfortable working cross-functionally with Customer Success and Product.
• Organized and self-directed with minimal day-to-day oversight.
• Eligible to work in Canada.

Responsibilities

• Design, build, and maintain a self-serve onboarding library of courses, walkthrough videos, and guides.
• Create release announcements, short walkthroughs, and videos for feature adoption.
• Partner with Customer Success to identify content gaps and convert patterns into engaging material.
• Independently produce polished, on-brand visual and video content with AI tools.
• Keep content current as the product evolves.
• Monitor onboarding time and product adoption and refine materials accordingly.
• Collaborate with Product to pre-empt upcoming features requiring content.

Skills

Content creation

AI tools

Video content

Training materials

Cross-functional

Tools

Claude Design

AI editing tools

Job description

We’re Optix - helping flex and coworking space operators build smarter, more automated spaces and better-connected communities. Our platform powers the digital backbone of coworking and flex spaces around the world, uniting automation, CRM, and community engagement tools into one seamless experience. We help our customers create beautiful, integrated, human-centered workspaces that run smoothly for managers and members alike.

We’re a passionate team that supports each other to do our best work. You’ll often find us sharing pour-over coffee, chocolate croissants, and big ideas about the future of work.

About the role

Customer education at Optix is still very team-led today - our Customer Success team walks every new client through the same core product concepts one call at a time, and re-explains new features one client at a time as we ship them. As a Customer Education Specialist, you’ll change that. You’ll build the self-serve courses, videos, and visual guides that let clients learn the fundamentals, hit their onboarding milestones, and pick up new features on their own, so our Customer Success Managers can spend their time on what actually needs a person: business-specific strategy, retention, and growth, not re-explaining how something works.

This is a hands-on, build-it-yourself role. You’ll use AI tools and design platforms like Claude Design to go from "clients keep getting stuck here" or "we just shipped this and no one knows it exists" to a finished, polished, on-brand asset, without needing a separate designer, editor, or writer to execute for you.

You’ll work closely with our Customer Success team to understand exactly where clients get stuck, and with Product to stay ahead of what’s shipping next.

What you'll do

• Design, build, and maintain a self-serve onboarding library of courses, walkthrough videos, and guides - mapped to our clients’ onboarding milestones. Here is an example of a course that we'd like to take inspiration from: https://anthropic.skilljar.com/claude-101 and the types of videos we'd like to create https://www.youtube.com/watch?v=GJ5jTgcbRHA
• Build ongoing feature-adoption content such as release announcements, short walkthroughs, and videos so existing clients pick up new functionality without a CSM having to explain it
• Partner with our Customer Success team to identify where clients consistently get stuck, and turn those patterns into clear, engaging content
• Use AI tools and design platforms like Claude Design to independently produce polished, on-brand visual and video content, end-to-end
• Keep the content library current as the product evolves, so materials never go stale
• Track how self-serve content is changing onboarding time and product adoption, and refine materials based on what’s actually working
• Partner with Product to get ahead of upcoming features and releases that will need new or updated content

Who you are

• A track record of creating structured content, training materials, or video content professionally - we’ll want to see your work
• Comfortable using AI tools (e.g. Claude, AI-powered video or editing tools) and design platforms to produce finished, polished materials independently
• A strong instinct for turning a confusing process into a clear, engaging explanation
• Comfortable working cross-functionally across Customer Success and Product to figure out what content is actually needed
• Organized and self-directed, comfortable owning a body of work with minimal day-to-day oversight
• Eligible to work in Canada

Bonus points for

• Experience in a customer education, content marketing, or technical training role at a B2B SaaS company
• Direct experience in the coworking, flex space, or proptech industry

We take care of our teammates. This is a unique opportunity to join a rapidly growing technology startup. Taking care of our team on this journey is a priority.

• Competitive salary of 65,000-85,000 CAD/year and commission structure
• Strong Employee Stock Option Plan offering
• Excellent health and dental coverage program provided by Sunlife
• Mission-driven workplace experience with a positive, collaborative and supportive team culture
• Personal and professional growth opportunities
• Healthy snacks and locally roasted coffee - slow pour is our jam
• Team lunches and socials
• Annual health and fitness credit
• Fun offsite activities that allow us to reconnect as a team
• A beautiful office and a flexible 60/40 hybrid workplace plan

We welcome applicants from all walks of life. Even if you don’t feel you meet every requirement listed, we would still love to hear why you think you would be an awesome addition to our team, and we encourage you to apply.