Japan Customer Experience Expert (Japanese Speaking)

Global User Voice Enablement

The group that this role will join, the Global User Voice Enablement Team (fondly called GrUVE), is on a mission to delight Canva users with every support interaction by scalably empowering every specialist to deliver excellent quality support.

The GrUVE team covers Service Quality, Work Force Management, Content, Learning and Development, Vendor Management, Process Design, and Specialist Tools Enablement.

What you’ll do (responsibilities)

You will play a key part in advancing our customer service localisation to the Japanese market through several operational improvements. Here are some examples:

• You’ll work closely with the content operations team and use your UX writing skills and user experience principles to craft useful and relevant help content so people can find answers to their questions. This content might appear across our help touch points, including the Help Center and AI chatbot.
• You’ll work closely with the localisation team and use your Japanese and English skills to manage the help content translation to Japanese by working with our translation service provider.
• You’ll work closely with the Service Quality team and deep dive into customer dissatisfaction and root cause analysis to provide meaningful insights and recommendations. And coordinate with Operations leads and Service Escalation Experts for process alignment
• You’ll work closely with the Japan B2B support vendor and be the point of contact for escalations from the vendor. You are expected to use advanced troubleshooting and product and process knowledge to diagnose root causes and take appropriate steps to resolve reported issues.
• You’ll use an advanced level of product literacy to give a view from a product perspective to help improve Canva Japan products based on user feedback.
• You’ll draft step-by-step guides and macros for specialists so they can seamlessly resolve our user issues.
• You’ll work as the bridge connecting the Canva Japan subgroup and the User Voice supergroup to consistently propose User Voice truly local strategy in Japan.

What we're looking for

• 3 to 5 years experience in the Japan tech/SaaS customer service industry, preferably having as much experience in content writing/localisation, service quality audit/analysis, and troubleshooting complex issues from B2B customers.
• Japanese as the first-language with fluent verbal and written communication skills in English to enable effective communication with internal stakeholders and external customers.
• Proven track record for meeting and exceeding targets, results-driven, and goal-oriented. Excellent reliability.
• Exemplary time management skills, which enable efficient prioritization of multiple tasks at hand.
• Ability to think strategically and solve problems, be resourceful in finding answers/solutions to problems.
• Ability to work independently, but also love collaborating with people from various functions. Being a team player, committed to team success and company mission.
• Passionate about customer experience and customer-centric mindset.
• Willing to step in and get hands-on with solving problems from various business areas.
• Thrive in a fast-paced, ever-changing environment and can adapt quickly while maintaining a proactive approach.

How you will learn and grow in Canva

• As the first Japan-based User Voice role, you will contribute deeply to User Voice's truly local goals in Japan. This is a unique opportunity for you to grow and deliver an outsized, lasting impact that will last for years to come.
• You will be in the crossroads of many stakeholders and will gain exposure to many different departments, allowing you countless opportunities for growth. You will be exposed to different functions, and have the chance to work with international teams and leaders in Australia, China, Philippines.
• You will learn from teammates who have a diverse background and experience in various specialties (operations, customer service, product, design, analytics, leadership) who come from various global, industry-leading companies.