Customer Service - Team Lead (For Pooling)

As a Customer Service Team Lead at Canva, you will oversee daily workflows, queue management, and task allocation to ensure smooth execution and team efficiency. You will monitor key performance metrics, align them with business goals, and identify opportunities to streamline processes, enhancing the support experience. This role is integral to maintaining Canva's commitment to exceptional customer service as the company continues to scale.

Your key responsibilities will include conducting regular check-ins and coaching sessions to provide feedback and support career development. You will foster a culture of collaboration, accountability, and continuous learning within the team. Additionally, you will facilitate training, onboarding, and skill-building initiatives to empower team members and drive operational excellence.

The ideal candidate will have experience leading a team through rapid growth and change, with a strong ability to drive results and continuous improvement. You should possess expertise in managing high-performance teams in customer experience, operations, or other KPI-driven industries. Strong leadership skills are essential, with the ability to coach, develop, and elevate individuals at different performance levels. A strategic and solution-focused mindset, along with a customer-centric approach, is crucial for success in this role.

Canva offers a range of benefits to support your success both in and outside of work. These include equity packages, an inclusive parental leave policy, an annual Vibe & Thrive allowance for wellbeing and social connection, and flexible leave options to recharge and support personal growth. The company fosters a culture of collaboration and continuous learning, providing opportunities for career development and growth within a dynamic and fast-paced environment.