Customer Education Specialist

STAN AI•Toronto, IA

8h•CA$85,000 - CA$110,000

About The Position

STAN is hiring a Customer Education Specialist to help HOA and condo property managers become confident and proficient users of its AI software. The specialist will serve as the face of STAN training, delivering live instruction, office hours, webinars, and customer learning materials. This is a highly technical, customer-facing role requiring a deep understanding of STAN, including its integrations, configuration, data, and AI, in order to explain and troubleshoot customer questions. The role works closely with Customer Success, Support, Product, and Account Management to improve product understanding, feature adoption, and customer retention. It also involves creating and maintaining a self-service training library, monitoring training effectiveness, and sharing recurring customer questions with internal teams.

Requirements

2–4 years of experience in customer training, customer education, onboarding, or a similar customer-facing role; ideally at a B2B SaaS company.
Ability to learn complex software deeply and understand APIs, integrations, data flows, and system configuration well enough to explain and troubleshoot them.
Confidence and skill presenting engagingly in live video-call and in-person sessions.
Experience hosting webinars for large customer audiences, including handling live Q&A.
Ability to explain technical concepts simply to non-technical users with patience.
Experience creating training content such as guides, videos, and presentations.
Comfort using video and screen-recording tools such as Loom or Camtasia, and webinar platforms such as Zoom Webinars or similar.
Strong organizational skills to manage a calendar of sessions and a growing content library.
Clear, friendly written and verbal communication in English.

Nice To Haves

Experience in PropTech, property management, real estate, or HOA/condo software.
Familiarity with property management platforms such as Vantaca, CINC, Buildium, or similar.
Experience with learning management systems or help-centre tools such as Intercom, Zendesk Guide, or Skilljar.
Background in technical support, solutions engineering, or implementation.
Familiarity with AI products such as conversational AI, chatbots, or voice agents.

Responsibilities

Host regular office hours where property managers can ask questions, get live help, and learn best practices.
Deliver onboarding training for new customers, from their first login through getting fully up and running.
Lead live group training sessions tailored to roles such as community managers, administrative staff, and leadership.
Plan, create, and host customer webinars, including presenting live and handling questions and answers.
Answer technical questions about integrations, configuration, data, and STAN's AI, and troubleshoot issues during sessions.
Lead refresher and advanced training to help existing customers use underused features.
Present new features and product updates to customers as they launch.
Create and maintain training materials, including how-to guides, short videos, slide decks, quick-reference sheets, and FAQs.
Build and grow a self-service help centre or training library.
Keep training content up to date as the product changes.
Track training attendance, feedback, and adoption, and improve sessions based on results.
Identify recurring questions and points of confusion and share them with Product and Support to address root causes.
Partner with Customer Success and Account Management to support accounts that need additional help.
Train internal teams on new features so STAN teams explain the product consistently.