Subject Matter Expert - Customer Service
The Subject Matter Expert - Customer Service at Canva plays a pivotal role within the Specialist Operations Group, serving as the primary escalation point for complex or high-impact customer service issues. This position is integral to ensuring that no user issue goes unresolved, thereby maintaining Canva's commitment to delivering exceptional user experiences. Operating within a hybrid setup in Manila, the role requires flexibility to support a global customer base on a 24/7 shifting schedule.
Key responsibilities include managing escalated tickets from Customer Service Specialists, vendor partners, and Community Managers, ensuring timely and high-quality resolutions. The role involves close collaboration with Engineering and Product teams to address and resolve user issues effectively. Additionally, the Subject Matter Expert is tasked with simplifying complex tickets to identify root causes, maintaining and improving customer service processes, and serving as the go-to contact for product updates and changes. Mentorship is also a critical component, as the role supports the upskilling of specialists through hands-on partnership and training.
The ideal candidate possesses a strong track record as a Subject Matter Expert, preferably within a SaaS or tech company. Deep knowledge of customer service operations and enablement functions such as content, quality assurance, and learning is essential. Exceptional communication skills are required to engage confidently with cross-functional stakeholders and to cascade information effectively. A proactive and creative approach to problem-solving, coupled with a genuine passion for delivering outstanding user experiences, is highly valued.
Canva offers a comprehensive benefits package, including equity packages to share in the company's success, an inclusive parental leave policy supporting all parents and carers, and an annual Vibe & Thrive allowance to support wellbeing and personal growth. Flexible leave options are available to recharge and contribute to the community, along with exposure to global teams and cross-functional leaders as Canva scales toward 1 billion users.
Joining Canva means becoming part of a dynamic and innovative company dedicated to empowering the world to design. The company fosters a culture of collaboration, continuous learning, and customer-centricity. With a mission to ensure every user is empowered and every voice is heard, Canva provides ample growth opportunities and the chance to make a significant impact on a platform utilized by over 240 million people worldwide.