Customer Training Manager

Introducing Masabi

// At Masabi we’re driving the fare payment revolution powering the journeys of millions all over the world. We build fare collection platforms that allow riders to seamlessly buy and present tickets for public transport either 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’ve partnered with large players in the transport space including Uber Moovit and Transit.

Your own journey is important to us too. Choosing a role here means joining a network of innovators from all walks of life; a group of passionate individuals who consistently deliver. Here you’ll find the tools you need to build the career you want. Whether you’re taking the direct route or trying a new path we’ll support you no matter what.

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?