Job description
About Us_
// 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_
// Masabi is seeking an experienced Senior Customer Training Manager (Bilingual EN/FR) to lead the development and delivery of training programs across our global customer base.
This role will design, execute, and evolve a scalable, high-quality training framework that enables customers to become autonomous in operating and administering Masabi’s Fare Payments-as-a-Service platform.
You’ll be responsible for both instructional design and delivery, working with system administrators, operational staff, product teams, and internal trainers to ensure effective knowledge transfer and operational readiness.
This is a strategic, customer-facing role for someone who combines technical aptitude, training expertise, and outstanding communication skills.
Location_// This is a fully remote role open to candidates based in Canada, based 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
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?
