Enterprise Admin Specialist - North America (NA)

Join the team redefining how the world experiences design.

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About the Team

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.

About the Role

This role is for a dedicated, in-region customer support team specifically tailored for Enterprise Admins. The Enterprise Admin Specialists are case managers who strongly focus on owning and resolving support tickets. They are available for scheduled phone or zoom calls to address customer issues expediently.

As part of these regional teams, our specialists will be co-located and seamlessly integrated with the Sales and Success teams. This will facilitate better coordination and faster resolution of customer concerns. The selected individuals will possess expert knowledge in all Enterprise account and brand administration tasks and will be highly trained in supporting the Sales and Success teams with back-office tasks as needed.

The role will provide specialized expertise in Single Sign-on and SCIM, Brand Kit, Content Management, Learning Tools Interoperability, Apps & Integrations, Offline Billing, User Management, Data Visualization (Flourish) and any other future features or offerings,

Admin Support Specialist Queue Responsibilities

• Provide high-quality, dedicated support to Enterprise Admins by expertly managing, prioritizing, and resolving complex support tickets related to account administration, feature functionality, and platform configuration. Ensure all interactions meet or exceed defined service standards and align with the needs of strategic customers.
• Schedule and conduct scheduled Zoom or phone calls with Admins to troubleshoot issues, provide live support, and guide them through key workflows and best practices. Ensure timely follow-up and resolution, while maintaining a high level of professionalism and customer empathy.
• Partner closely with Sales and Customer Success Managers (CSMs) by offering back-office and technical support across key moments in the customer lifecycle—including onboarding, renewals, and escalations—ensuring support plays a role in driving retention and product adoption.
• Build and maintain deep, expert-level knowledge of Canva’s core enterprise tools and systems, including:
  • Single Sign-on (SSO) and SCIM for secure access and user provisioning
  • Brand Kit for visual identity consistency
  • Content Management and template workflows
  • Learning Tools Interoperability (LTI) for education integrations
  • Apps & Integrations for cross-platform compatibility
  • Offline Billing and invoicing processes
  • User Management for large-scale team administration
• Support process innovation by identifying inefficiencies in day-to-day operations and recommending improvements to documentation, workflows, and tools that enhance team productivity and customer experience.
• Take initiative during lower ticket volume periods by contributing to internal projects, knowledge base updates, peer enablement, and Pod Support program improvements—demonstrating ownership and a growth mindset.
• Deliver support services primarily during local business hours, while maintaining flexibility to align with the availability and peak engagement windows of strategic customers to ensure timely and effective support delivery.
• Maintain consistent communication and alignment with the co-located Sales and Success teams to share trends, insights, and status updates. Participate in team syncs, case reviews, and collaborative problem-solving to strengthen cross-functional effectiveness and the overall customer experience.

Strategic Pod Support Responsibilities

In addition to the core responsibilities of providing high-quality, regionally focused support to Enterprise Admins, this role will also contribute to our Strategic Pod Support program. This initiative is designed to enhance customer retention, product adoption, and revenue expansion through targeted, high-impact support aligned with Customer Success goals.

As part of this program, the Enterprise Admin Specialist will:

• Participate in Pod Support workflows by managing and resolving tickets aligned to strategic customer accounts.
• Collaborate with Customer Success Managers (CSMs) and Implementation Managers (IMs) to ensure support interactions contribute to retention and expansion opportunities.
• Surface recurring customer issues, friction points, and feature requests to the Pod Support Consultant and cross-functional stakeholders.
• Contribute to improving documentation and internal workflows that support the Pod model.
• Help identify customers at risk of churn based on support interactions and escalate these insights to the appropriate teams.
• Maintain awareness of Pod-specific processes and metrics, ensuring support actions are aligned with Net Dollar Retention (NDR) goals.
• Provide feedback on what’s working or needs refinement to continuously improve the Pod Support experience.

The primary responsibility for leading the program’s strategy, process development, and reporting lies with the Pod Support Consultant, but this role plays a key part in execution—delivering proactive, friction-reducing support for our most strategic customers.

What we're looking for

We're looking for a skilled enterprise admin support specialist who can handle complex problems and create a positive impact. You'll need specialized technical knowledge, a proactive approach, and the ability to empathize and understand customers' needs. You'll also need a keen eye for detail and the willingness to learn about intricate processes like Single Sign-On, Content Management, and Offline Billing.

But we're looking for more than technical skills. We want someone with a real team spirit and the ability to collaborate effectively with Sales & Success teams. Flexibility is also crucial as we need someone to adapt to ensure customers receive premium support. Lastly, persistence and positivity in the face of challenges are essential traits for success in our team.

• Got those top-notch communication skills? You'll fit right in as we prioritize clear and empathetic communication with our customers and amongst our team.
• The ability to speak another language (beyond English) is part of the role. We are looking for team members who speak either Spanish or Portuguese at a fluent level.
• A knack for tech is a must-have. Working with services like Single Sign-On and SCIM will be integral to what we do.
• Are you an expert puzzle solver? Great! We often encounter complex customer problems that require creative and efficient solutions.
• Our environment is fast-paced. If you're someone ready to adapt on the fly when changes or new demands pop up, you're just what we're looking for.
• We are all about the customer. If you've got a mindset focused on understanding and exceeding customer expectations, you'll be a perfect addition to our team.
• We're not just colleagues; we're a team. We'd love to welcome you aboard if you're ready to contribute to a healthy team dynamic.
• Ready to take the initiative? We can't wait to see your inner self-starter shine through as you complete tasks with minimal supervision.
• You'll thrive here if you are an ace at wearing multiple hats and prioritizing on the go. Our environment often requires the efficient management of various tasks at once.
• Eager to learn and grow? Perfect! We believe that continuous learning accelerates individual development and fuels our collective success. Be ready to upgrade your skills and stay updated with the latest in our products and services — we'll support you all the way!
• Disclaimer for internal candidates: The skills required for this role are best suited to E2/E3s or equivalent levels according to our policy

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.