Customer Training Manager

Masabi; Remote; CAD 80,000 - 100,000; Full time

Job summary

A leading tech company is seeking a Customer Training Manager to revolutionize training methodologies for transit agencies. This fully remote role requires designing and delivering engaging training sessions while transitioning to modular, self-serve learning. Candidates should have strong instructional design skills and hands-on LMS experience. The position includes travel opportunities and a focus on ongoing professional development, alongside excellent benefits like extended vacation and private healthcare.

Benefits

20 days of vacation plus public holidays

Private Healthcare and Life Insurance

Training allowance of up to CAD$1300 per year

CAD$325 per year for home office expenses

Qualifications

• Experience designing and delivering training for software or technical products.
• Ability to explain complex concepts in simple, practical language.
• Hands-on experience implementing or maintaining an LMS.

Responsibilities

• Deliver engaging virtual training sessions and manage scheduling.
• Audit and redesign current training materials into modular learning.
• Help define the roadmap for the training academy and self-serve platform.

Skills

Instructional design skills

Live virtual training delivery

Strong communication skills

Proactive and adaptable

Tools

Learning Management System (LMS)

Job description

The Role

// We are seeking a Customer Training Manager to develop and deliver high-quality training for our transit agency customers and partners. You will play a key role in modernising how Masabi delivers training by creating scalable self-serve learning and enabling teams across the business to deliver training effectively. You will design and deliver engaging training sessions while also developing modular, persona-based content that supports agency onboarding and internal learning.

This is a hands‑on role that blends live delivery with instructional design. You will help us transition from a heavily live training model to a balanced approach, where self‑serve learning is the default and live sessions are reserved for high‑value content.

Location

// This role is fully remote for candidates based in Canada only, specifically in Eastern or Central time zones.

Responsibilities

Training Delivery

• Deliver clear, engaging virtual training sessions, including blended or in‑person sessions when required
• Own scheduling and preparation of all customer training
• Support a train‑the‑trainer model so that CSMs and other teams can deliver specific modules when needed

Content and self‑serve development

• Audit current training materials and redesign them into modular, self‑paced learning
• Create core LMS content, including videos, guides, micro‑learning modules and knowledge checks
• Develop persona and scenario‑based content that supports agencies across their full onboarding journey
• Build foundational materials such as handbooks, quick reference guides and documentation to leave with agencies
• Work with Product, Support and Deployments to ensure training reflects platform developments and common customer issues

Training strategy and improvement

• Help define the roadmap for Masabi’s training academy and self‑serve platform
• Support the development of tiered and monetisable training offerings
• Introduce methods to measure training effectiveness
• Identify gaps and propose improvements to increase scalability, customer satisfaction and internal efficiency

About You

• Experience designing and delivering training for software or technical products, with the ability to explain complex concepts in simple, practical language
• Strong instructional design skills, able to create clear and engaging LMS‑based content, including modules, micro learning, videos, and assessments
• Confident in delivering live virtual training to customer groups and tailoring content to different audiences and levels of technical understanding
• Hands‑on experience implementing or maintaining an LMS and structuring effective learning paths
• Highly organised with strong communication and stakeholder management skills
• Proactive, adaptable, and able to operate independently in a fast‑changing environment
• Driven by continuous improvement and comfortable iterating based on feedback and learning metrics
• Interested in using AI tools for content creation and customer training

Nice to have

• Experience training public sector, transit, or SaaS customers
• Experience with UAT testing environments or hands‑on hardware training
• Spanish or French language skills

Some of our benefits

• 20 days of vacation per year (in addition to public holidays), plus the option to buy an additional 5 days of vacation each year. On top of this, our office is shut every year between Christmas and New Year, totalling a whopping 28+ days of vacation
• Private Healthcare and Life Insurance via Trinet
• Menopause support
• Choice of a workstation
• Training allowance of up to CAD$1300 per year
• CAD$325 per year to spend on your home office
• Ability to work for up to 3 months per year from any country in the world
• Enhanced family leave
• Fun and collaborative environment with a focus on making a difference in the world

Careers at Masabi are for people going places - driven by a mission to make transit fair and accessible for all. We are a network of innovators from all walks of life, passionate about making a difference. At Masabi, we operate with openness and trust, creating an environment where everyone feels empowered to bring their whole, authentic selves to work.

Whoever you are, just be yourself. We welcome applications from underrepresented backgrounds and encourage you to share your pronouns at any stage. Together, we simplify journeys, remove barriers, and improve daily life for millions.

Why Join Masabi?

• Driven by Purpose – We believe in journeys made simple. The work isn’t always easy, but the best things never are.
• Encouraged to Accelerate – Masabi is going places and our people are in the driving seat. Whether you’re taking the direct route or exploring new paths, we support your journey.
• Advancing with Empathy – We put people first and foster a culture of learning, not blame. No matter your cargo, we share the load.

We’re already powering journeys - are you ready to join us?