Join the team redefining how the world experiences design.
Kamusta, 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.
About the Group/Team
Help and support is a complex and exciting problem space, especially at scale. 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 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/Specialty
The Sr. Enterprise Customer Support role presents a unique opportunity to lead an in-region customer support team focused on delivering exceptional service to Enterprise Admins. This is far from a standard team management position—it demands a dynamic, player-coach leader who can seamlessly balance expert case management with strategic team development and leadership.
In this role, you will drive strong engagement within your team and ensure alignment with broader company goals. You’ll work closely with Sales & Success leadership on the ground, collaborating regularly to uncover opportunities for improved support and service delivery to APJ Region Sales Assisted Admins/Owners. A core aspect of this position involves identifying and implementing strategies to increase engagement and operational effectiveness, ensuring seamless, high-quality support for Enterprise customers while continually seeking new ways to enhance the overall customer experience.
Seamless collaboration with cross-functional teams, particularly Sales, Success, Product, and User Voice (UV), is essential in this role. Close integration with these teams allows for sharing real-time insights and developing coordinated strategies to improve support services and customer outcomes. The ability to leverage the knowledge and expertise from various departments enables the Enterprise Admin Specialist Lead to provide more holistic, comprehensive solutions to Enterprise Admins, fostering an environment of continuous improvement. This collaboration is crucial for aligning cross-functional efforts and ensuring that the evolving needs of Enterprise customers are met effectively. By maintaining strong partnerships with these teams, the Lead plays a pivotal role in ensuring that all facets of Enterprise support and product development are in sync, ultimately driving better customer satisfaction and operational success.
Building and maintaining strong relationships with Sales & Success teams will strengthen our support infrastructure and drive success in the APJ region. You’ll lead initiatives to improve support quality, proactively identify service gaps, and address the evolving needs of Enterprise Admins, all while ensuring your team stays aligned with business objectives and growth targets.
As a hands-on leader, you will actively manage and resolve support tickets, coach your team on best practices, and ensure consistent, high-level performance. This role requires close integration with Sales & Success teams to ensure coordinated efforts and quicker resolution of customer issues.
The Sr. Enterprise Customer Support will bring advanced Enterprise account management and administration expertise. You’ll provide guidance and leadership to your team, offering dedicated support to Enterprise Admins while effectively handling back-office tasks in collaboration with Sales and success teams.
Specialized knowledge in areas such as Single Sign-On (SSO) and SCIM, Brand Kit, Content Management, Learning Tools Interoperability (LTI), Apps & Integrations, Offline Billing, User Management, and Data Visualization (Flourish), along with any future features or offerings, will be critical for success in this role.
What you’ll do (responsibilities)
As the Sr. Enterprise Customer Support you will:
What we're looking for
We’re seeking a dynamic leader with a solid technical background who can guide their team in resolving complex cases and fostering a positive, collaborative work environment. You should be able to mentor and coach team members effectively, creating a culture of growth and development. Demonstrated teamwork and collaboration skills are essential, as is the ability to work closely with the Sales and Success teams to drive results.
About the team
Canva’s Service Operations team are the face of a platform used by millions of people every day. With millions of active users, we strive to make each and every customer happy. The team interacts with our users to provide and process information in response to inquiries, concerns and requests about Canva and its features. Customer happiness is what gets us up in the morning! Our aim is to provide excellent customer service and to promote this idea throughout the organisation.
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.
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