Learning Manager - Customer Service



Customer Service
Manila, Philippines
Posted on Tuesday, June 11, 2024

Job Description

Join the team redefining how the world experiences design.

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.

What you’d be doing in this role:

As Canva scales change continues to be part of our DNA. But we like to think that's all part of the fun. So this will give you the flavour of the type of things you'll be working on when you start, but this will likely evolve.

At the moment, this role is focused on:

Ensuring that all customer service specialists and vendors’ staff are supported in their functional learning and knowledge cascade to succeed in resolving our users’ queries. This role will partner with our internal development team, Canva University, to be able to provide the needed support in our CS Operations which then empowers the specialists to be successful in delighting our users. We also collaborate with the enablement teams such as Service Quality, Content Team, and the Specialists Operations teams to identify and assess the training needs of our specialists - then build the appropriate curriculum and training programs for them.

  • Coach and develop Customer Service Learning team members, lifting their skills, and enabling them to contribute to the team's goals and achieve their individual growth and impact opportunities
  • Ensure training quality through trainer class observations and regular curriculum reviews
  • Actively collaborate with key stakeholders and cross-functional team members to ensure alignment of customer service learning objectives with business goals
  • Assess learning program impact through analysis of training reports and data
  • Perform administrative tasks responsible for setting up team members for success, such as but not limited to, training forecast and capacity planning, workload allocation, and team contingency plans
  • Foster a culture of continuous learning within the team by providing resources, opportunities, and support for professional development
  • Continually stay abreast of industry trends, developments, and best practices in customer service and learning management, and proactively suggest innovative improvements to our programs and processes based on these insights, aiming to enhance efficiency and effectiveness

You're probably a match if you:

  • Serve as a passionate and strong coach and leader, fostering a culture of continuous learning and professional development within the team.
  • You have deep expertise and a proven portfolio in instructional design (ADDIE) and crafting evaluations (KirkPatrick), with a focus on customer service training design and strategy
  • Possess a solid understanding of scaled customer support operations, staying up-to-date with industry trends, and proactively suggesting innovative improvements to our programs and processes
  • Exhibit strong business acumen and leadership skills, making sound judgment calls in the best interest of Canva, even in situations of ambiguity
  • Demonstrate a commitment to results-based performance, aligning team's actions with company goals and global priorities
  • Possess excellent communication skills, ensuring alignment across all touchpoints with relevant stakeholders, and effectively conveying complex concepts in a simple manner
  • Exhibit a keen eye for identifying potential problems in advance, pre-empting them with effective strategies, and seeing projects through from inception to conclusion

About the team

Global User Voice Enablement Team (fondly called GrUVE), is on a mission to delight Canva users with every support interaction, by scalably empowering every customer specialist to deliver excellent quality support.

The GrUVE team will cover Work Force Management, Content, Learning and Development, Vendor Management, Process Design, Quality and Specialist Tools Enablement. This role will act as a Program Manager working with all the mentioned teams ensuring that we all work together towards common strategic goals.

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 range 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.

Additional Information