Customer Training Manager

About Masabi

We are driving the fare‑payment revolution, powering the journeys of millions worldwide. We build fare‑collection platforms that allow riders to seamlessly buy and present tickets for public transport on their mobile phones, from a ticket machine, or even by tapping their bank card to travel. Our Justride platform is used in over 250 locations globally, including some of the largest cities in the world.

With our industry‑first mobile‑ticketing SDK, we have partnered with large players in the transport space, including Uber, Moovit, and Transit.

Choosing a role here means joining a network of innovators from all walks of life. A group of passionate individuals who consistently deliver; we support you no matter what path you take.

Please do not contact the recruiter directly.

We are seeking a Customer Training Manager to develop and deliver high‑quality training for our transit agency customers and partners. In this hands‑on role you will modernise Masabi’s training delivery 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 role blends live delivery with instructional design. You will help 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.

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

• 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

• 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

• 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

• 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

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

• 20 days of vacation per year (in addition to public holidays), with the option to buy an additional 5 days each year. Plus an additional 3‑month annual shutdown around Christmas–New Year for a total of 28+ days of vacation.
• Private healthcare and life insurance via Trinet
• Men…