Enterprise Customer Support Specialist
The Enterprise Customer Support Specialist at Canva is a dedicated, in-region team member responsible for managing and resolving support tickets for strategic customers. This role is integrated with the Sales and Success teams to ensure seamless coordination and prompt resolution of customer concerns. The specialist will possess expert knowledge in enterprise account and brand administration tasks, providing high-quality support to enhance the customer experience.
Key responsibilities include managing and prioritizing enterprise support tickets related to account administration, feature functionality, and platform configuration, ensuring timely resolution in line with service standards. The specialist will troubleshoot and resolve standard support issues by analyzing root causes and applying established workflows, escalating when necessary. Additionally, they will support administrators through scheduled calls to guide issue resolution, key workflows, and best practices, with clear and timely follow-up. Collaboration with Sales and Customer Success Manager teams is essential to provide technical and back-office support during onboarding and escalations, ensuring alignment on customer needs. The role also involves applying working knowledge of Canva enterprise features, such as Single Sign-On (SSO), System for Cross-domain Identity Management (SCIM), Brand Kit, and User Management, to resolve cases and contribute to team knowledge through documentation updates and sharing ticket trends.
The ideal candidate will have strong problem-solving skills, clear communication abilities, and a customer-first mindset. They should be comfortable troubleshooting a range of technical and account-related issues, using sound judgment to analyze problems, apply appropriate solutions, and escalate when needed. A proactive, customer-focused approach is essential, seeking to fully understand needs and drive issues through to resolution. The candidate should also demonstrate ownership and accountability for their work, following through on commitments and maintaining clear communication throughout the support process. Detail-oriented and organized, they should ensure accuracy and consistency across case handling and follow-up, and be committed to continuous improvement by actively building product knowledge and contributing to team learning and process improvements.
Canva offers a range of benefits to support employees' success both inside and outside of work. These include equity packages, inclusive parental leave policies that support all parents and carers, an annual Vibe & Thrive allowance to support wellbeing, social connection, office setup, and more, as well as flexible leave options that empower employees to be a force for good, take time to recharge, and support them personally.
Canva fosters a collaborative and inclusive company culture, encouraging employees to take ownership and accountability for their work. The company supports continuous learning and development, providing opportunities for growth and advancement. Joining Canva means becoming part of a team that values creativity, innovation, and a customer-centric approach, making it an excellent opportunity for those looking to make a significant impact in a dynamic environment.