China Customer Service Team Lead

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 our hubs in Beijing and Wuhan are home to our operations in China. Our China hubs have been designed with you in mind - a space for you to come together and connect with your team, both near and far. With delicious breakfast and lunch meals provided (and with plenty of snacks), you'll always stay fuelled to take on the day. Zoom the Sydney team with tea and biscuit? You got it!  

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.

About the Group/Team

CJKI

Canva’s mission is to empower the world to design. With over 220 million users already on board, we have a bold vision to reach 1 billion users. The CJKI Group is dedicated to this mission, pouring our hearts and souls into driving hyperlocalization. We strive to make Canva feel like a local experience in China, Japan, South Korea, and India, ensuring that our platform resonates deeply with users in these regions.

Specialist Operations

Help and support, especially at scale, is a complex and exciting problem space. 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.

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

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 you’ll do (responsibilities)

Team Leadership and Oversight

• Manage and support Canva China Specialist Operations Team, providing strategic guidance and direction to ensure effective goal meetings.
• Lead and mentor China Service Operations Specialists and Service Escalation Experts, fostering their development and empowering them to achieve individual and team objectives.
• Drive accountability by monitoring and evaluating overall team performance and outputs.
• Provide on-site coach support to quality and knowledge management specialists in collaboration with quality and knowledge management experts.

Strategic and Operational Alignment

• Translate organizational strategies into actionable plans for the team, ensuring alignment with company-wide goals.
• Balance macro-level oversight with micro-level awareness to address operational gaps and opportunities for improvement.
• Anticipate challenges and re-prioritize team goals in response to internal or external changes.

Collaboration and Stakeholder Management

• Partner with external stakeholders and the China User Voice Lead to align team priorities and drive improvements in team performance.
• Leverage relationships to influence and align cross-functional stakeholders where formal authority may not exist.
• Proactively share insights and updates with stakeholders to ensure transparency and build trust.

Operational Excellence and Continuous Improvement

• Oversee the overall output and efficiency of the in-house and vendor partner team’s operations, identifying areas for optimization.
• Champion initiatives that enhance processes, tools, and workflows to improve productivity and quality.
• Set and monitor key performance indicators (KPIs) and success metrics to measure the effectiveness of the in-house and vendor partner teams.

Team Development and Culture Building

• Foster a high-performing, inclusive team culture by supporting team members’ growth and development.
• Provide feedback, coaching, and recognition to ensure continuous improvement and morale.
• Encourage collaboration, adaptability, and resilience in navigating ambiguity and change.

What we're looking for

• 5-10 years of experience leading teams at a macro level, with demonstrated success in managing experts and driving operational excellence, preferably with vendor performance management experience.
• Mandarin Chinese as the first language, with fluent verbal and written communication skills in English, to enable effective communication with internal stakeholders.
• Proven ability to align team operations with strategic goals and deliver consistent, high-quality outcomes.
• Strong interpersonal and collaboration skills, with the ability to influence and build trust in cross-functional settings.
• Expertise in process improvement, operational management, and performance evaluation.
• Exceptional communication skills, able to navigate ambiguity and balance short-term priorities with long-term objectives.
• The ideal candidate is a strategic leader with a passion for team development, operational excellence, and cross-functional collaboration. You thrive in complex environments, balancing the demands of day-to-day operations with the need for long-term strategic thinking. With a focus on driving results through others, this role is pivotal in ensuring team success and organizational impact.

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.

Please note that interviews are conducted virtually. 

At Canva, we create tools that empower the world to design. Our mission is to democratize design and empower creativity for anyone and everyone, on every platform! Inspired by a team of talented thinkers, an amazing culture, and a remarkable growth trajectory – we’re out to change the world, one design at a time.

Since Canva’s launch in August 2013, we have grown exponentially, amassing 125 million active users across 190 different countries who have created more than 15 Billion designs. We are one of the world’s fastest-growing technology companies and we have only achieved about 1% of what we are capable of!