Customer Education Specialist

Optix•Vancouver, BC

5d•CA$65,000 - CA$85,000•Hybrid

About The Position

We’re Optix — helping flex and coworking space operators build smarter, more automated spaces and better-connected communities. Our platform powers the digital backbone of coworking and flex spaces around the world, uniting automation, CRM, and community engagement tools into one seamless experience. We help our customers create beautiful, integrated, human-centered workspaces that run smoothly for managers and members alike. We’re a passionate team that supports each other to do our best work. You’ll often find us sharing pour-over coffee, chocolate croissants, and big ideas about the future of work. Customer education at Optix is still very team-led today – our Customer Success team walks every new client through the same core product concepts one call at a time, and re-explains new features one client at a time as we ship them. As a Customer Education Specialist, you’ll change that. You’ll build the self-serve courses, videos, and visual guides that let clients learn the fundamentals, hit their onboarding milestones, and pick up new features on their own, so our Customer Success Managers can spend their time on what actually needs a person: business-specific strategy, retention, and growth, not re-explaining how something works. This is a hands-on, build-it-yourself role. You’ll use AI tools and design platforms like Claude Design to go from “clients keep getting stuck here” or “we just shipped this and no one knows it exists” to a finished, polished, on-brand asset, without needing a separate designer, editor, or writer to execute for you. You’ll work closely with our Customer Success team to understand exactly where clients get stuck, and with Product to stay ahead of what’s shipping next.

Requirements

A track record of creating structured content, training materials, or video content professionally — we’ll want to see your work
Comfortable using AI tools (e.g. Claude, AI-powered video or editing tools) and design platforms to produce finished, polished materials independently
A strong instinct for turning a confusing process into a clear, engaging explanation
Comfortable working cross-functionally across Customer Success and Product to figure out what content is actually needed
Organized and self-directed, comfortable owning a body of work with minimal day-to-day oversight
Eligible to work in Canada

Nice To Haves

Experience in a customer education, content marketing, or technical training role at a B2B SaaS company
Direct experience in the coworking, flex space, or proptech industry

Responsibilities

Design, build, and maintain a self-serve onboarding library of courses, walkthrough videos, and guides – mapped to our clients’ onboarding milestones
Build ongoing feature-adoption content such as release announcements, short walkthroughs, and videos so existing clients pick up new functionality without a CSM having to explain it
Partner with our Customer Success team to identify where clients consistently get stuck, and turn those patterns into clear, engaging content
Use AI tools and design platforms like Claude Design to independently produce polished, on-brand visual and video content, end-to-end
Keep the content library current as the product evolves, so materials never go stale
Track how self-serve content is changing onboarding time and product adoption, and refine materials based on what’s actually working
Partner with Product to get ahead of upcoming features and releases that will need new or updated content

Benefits

Competitive salary of 65,000–85,000 CAD/year and commission structure
Strong Employee Stock Option Plan offering
Excellent health and dental coverage program provided by Sunlife
Mission-driven workplace experience with a positive, collaborative and supportive team culture
Personal and professional growth opportunities
Healthy snacks and locally roasted coffee – slow pour is our jam
Team lunches and socials
Annual health and fitness credit
Fun offsite activities that allow us to reconnect as a team
A beautiful office and a flexible 60/40 hybrid workplace plan