Senior Customer Training Manager

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

Job summary

A leading fare payment solutions company is seeking a Senior Customer Training Manager to develop bilingual training programs for its Fare Payments-as-a-Service platform. This role requires expertise in instructional design and experience in delivering training for SaaS products. Responsibilities include building training content, conducting training sessions, and collaborating with internal teams to ensure effective knowledge transfer. Located remotely, candidates must be based in Canada. Competitive benefits, including vacation, healthcare, and a collaborative work environment, are offered.

Benefits

20 days vacation plus purchase option

Private Healthcare and Life Insurance

Training allowance of up to CAD$1300

CAD$325 per year for home office

3 months working abroad per year

Qualifications

• Fluency in both French and English, with solid experience in training for technical products.
• Strong instructional design expertise for creating manuals, videos, and e-learning content.
• Experience working in SaaS or enterprise environments.

Responsibilities

• Own the global customer training strategy and develop bilingual training content.
• Deliver engaging live and virtual training sessions.
• Track training effectiveness and continuously improve training programs.

Skills

Bilingual (French/English)

Instructional design expertise

Excellent communication skills

Experience with LMS platforms

Training delivery skills

Job description

About Us

At Masabi, we’re driving the fare payment revolution and powering the journeys of millions worldwide. We build fare collection platforms that enable riders to buy and present tickets for public transport on their mobile phones, ticket machines, or by tapping their bank card.

The Role

Masabi seeks an experienced Senior Customer Training Manager (Bilingual EN/FR) to lead the development and delivery of training programs across our global customer base. You will design, execute, and evolve a scalable, high‑quality training framework that empowers customers to operate and administer Masabi’s Fare Payments‑as‑a‑Service platform.

You’ll be responsible for instructional design and delivery, working with system administrators, operational staff, product teams, and internal trainers to ensure effective knowledge transfer and operational readiness. This strategic, customer‑facing role combines technical aptitude, training expertise, and outstanding communication skills.

Location

This is a fully remote role open to candidates based in Canada in Eastern or Central time zones only.

Responsibilities

• Own Masabi’s global customer training strategy, including certification models, learning paths, and delivery standards.
• Build bilingual (French/English) training content for technical and non‑technical users, including manuals, guides, exercises, and video tutorials.
• Develop self‑serve learning through an LMS, including modular, scenario‑based, and microlearning content.
• Deliver engaging live and virtual training sessions tailored to different user groups and skill levels.
• Enable internal teams and customers through a train‑the‑trainer model.
• Track training effectiveness and feedback to drive continuous improvement.
• Align training with product changes, customer onboarding, and support needs through close collaboration with internal teams.

About You

• Fluent in French and English, both written and spoken.
• Solid experience designing and delivering training for technical or software products in SaaS or enterprise environments.
• Skilled at simplifying complex concepts and tailoring content for varied audiences and technical levels.
• Confident facilitator with excellent communication and presentation skills.
• Strong instructional design expertise, with hands‑on experience developing structured content (manuals, videos, e‑learning, microlearning, assessments).
• Experienced in implementing and managing LMS platforms, with a focus on building effective, scalable learning paths.
• Comfortable delivering train‑the‑trainer programmes and enabling internal teams.
• Organised, proactive, adaptable, and able to operate independently in fast‑changing environments.
• Driven by continuous improvement and open to using AI tools to enhance training and content creation.

Nice to Have

• Experience working with ticketing, transportation, or account‑based systems.
• Familiarity with payments, secure systems, integrations, or enterprise workflows.
• Experience supporting public sector customers or multi‑vendor environments.
• Knowledge of adult learning methodologies and instructional design frameworks.
• Exposure to UAT environments or hands‑on hardware training.

Benefits

• 20 days of vacation per year plus the option to buy an additional 5 days of vacation each year.
• 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 focused on making a difference.

Why Join Masabi

Driven by purpose, we believe in journeys made simple. Encouraged to accelerate, we empower people to take the direction of their career. Advancing with empathy, we put people first and foster a culture of learning. 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.