Job Description

Join the team redefining how the world experiences design.

Hey, g'day, mabuhay, kia ora,你好, hallo, vítejte!

Thanks for stopping by. We know job hunting can be a little time consuming and you're probably keen to find out what's on offer, so we'll get straight to the point.

Where and how you can work

Our flagship campus is in Sydney, Australia, but with many of our Canvanauts calling the Philippines home, our office in Manila is a buzzing place. Whether your role needs you in the office, at home or a bit of both, we've created an environment that truly empowers you to thrive.

What you’d be doing in this role

As Canva scales change continues to be part of our DNA. But we like to think that's all part of the fun. So this will give you the flavour of the type of things you'll be working on when you start, but this will likely evolve.

At the moment, this role is focused on:

• Tailor-fit coaching styles efficiently to different working styles of members to empower high performers, motivate high potentials, and support low performers
• Conduct effective discussions and seasonal cadences with members to set goals, provide feedback, mentoring with action-driven next steps, and check levels of performance
• Take full responsibility for the overall output of the team using ticket backlog, CSAT, FRT and user specific feedback
• Drive the team to realign focus on what’s urgent for the business. Actively remove blockers that hinder members to achieve individual and team goals
• Tie up different people with diverse skills and drive them to become an impactful team
• Challenge and stretch team members that support their career aspirations while maintaining alignment with business goals
• Empower team members by setting SMART goals, providing resources, does coaching, calls out underperformance, and champions a high performance culture
• In charge of leading a group of Customer Happiness Specialists

You're probably a match if

• At least 5 years of managerial experience in customer service
• Experience in team management during rapid growth phases. In-depth understanding of customer service principles and practices, software, databases, and tools
• Proven track record of meeting and surpassing targets, and leading a team dedicated to enhancing performance
  Ability to inspire high achievers and assist those who need a boost
• Excellent knowledge of management methods and techniques
• Awareness of industry’s latest technology trends, tools, and applications
• Ability to think strategically and solve problems
• Proven record to influence, energise, develop and motivate change
• Grace under fire: ability to present confidently to large audiences, handle uncertainty, and maintain composure in high-pressure scenarios
• Customer service orientation

About the team

Join Canva's Specialist Operations Group – the operational heartbeat of User Voice. Be the face of a platform that's beloved and utilised by over 150 million people across the globe

With a mission of “Every user empowered, every voice heard”, Canva’s User Voice super group is the critical interface to our most valuable partners; our users. We want to ensure that they have a flawless experience while using Canva products as we scale our way to support 1 billion users. Our teams are responsible for unlocking how we can deliver exceptional customer experience through streamlined and scalable systems, an optimized contact flow, expert support specialists, customer insights, plus tools to enable self-help such as our Help Center, Assistant and chat experience.

We're wholly dedicated to our users’ happiness - it's the fuel to our fire, shaping our mornings and guiding our workdays. Each interaction is seen as a unique opportunity to foster satisfaction, cultivate loyalty, and showcase our unwavering commitment to exceptional customer service.

We're not merely in the business of offering customer service - we're in the business of delivering customer delight. We're on the hunt for like-minded individuals who echo our vision for top-tier customer support experience and can seamlessly disseminate this value throughout our organisation. Join the Specialist Operations Group and become an integral voice within Canva.

What's in it for you?

Achieving our crazy big goals motivates us to work hard - and we do - but you'll experience lots of moments of magic, connectivity and fun woven throughout life at Canva, too. We also offer a stack of benefits to set you up for every success in and outside of work.

Here's a taste of what's on offer:

• Equity packages - we want our success to be yours too
• Inclusive parental leave policy that supports all parents & carers
• An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup & more
• Flexible leave options that empower you to be a force for good, take time to recharge and supports you personally

Check out lifeatcanva.com for more info.

Other stuff to know

We make hiring decisions based on your experience, skills and passion, as well as how you can enhance Canva and our culture. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

We celebrate all types of skills and backgrounds at Canva so even if you don’t feel like your skills quite match what’s listed above - we still want to hear from you!

Please note that interviews are conducted virtually.