Customer Support Specialist - Chat and Email [Expression of Interest]

Canva

Canva

Customer Service
Manila, Philippines
Posted on Tuesday, July 9, 2024

Job Description

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.

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.

We’re looking for passionate people with a hunger to empower and support Canva users. Our Customer Happiness Specialists delivers high impact and value to Canva users with an accurate and timely response. We need someone who loves challenges just as much as we do, and open and adaptable to a company as dynamic as Canva. Do you want to work within a cross-cultural, customer focused organisation? If your answer's yes, then we would love to hear from you!

Are you a fresh graduate? Have no fear! This role is also open to even the most junior candidates!

  • Be an expert in all things customer service to support Canva’s global users through fast, upbeat, and genuine responses across the modalities of chat or email in order to produce long-term customer loyalty and happiness.
  • Craft accurate answers and solutions to customer queries, across all the spectrum in specialist operations from Accounts and Billing, Print Operations or Technical Support etc.
  • Efficiently help resolve complex Canva user concerns using different Canva tools.
  • Champion patience and empathy when engaging with users, coming from a desire to support them with their positive intentions.
  • Collaborate within immediate teams, or other customer happiness verticals for cross-team projects and initiatives.
  • Aligns with results-based performance; deeply understands prioritizing key performance indicators as an individual and as a team.
  • Be an authentic Canva Ambassador, fully-equipped to represent Canva across both internal team communications and external customer engagement.
  • Adapts to a 24/7 shifting schedule with an understanding of global customer support.

You're probably a match if:

  • You are a fresh graduate or you have relevant customer service experience in an email and/or chat support role with strong communication skills, both verbal and written
  • You preferably have exposure to a customer-centric environment within business-to-business or enterprise support transactions
  • You are organized and efficient, particularly when it comes to handling volume-inclined workloads
  • You are a team-player, you can deliver individual results through collaboration and with a team goal in mind
  • You are self-motivated for growth and learning; can proactively put themself outside of their comfort zone
  • You are patient and empathetic to complement our core values of Be a Good Human and Be a Force for Good
  • You are amenable to 24/7 shifting schedules, including rotating shifts, weekday rest days and split offs with an understanding of global customer support

About the team

Canva’s Customer Happiness Team’s 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 that 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.

Join Canva's Specialist Operations Group – the operational heartbeat of User Voice. Be the face of a platform that's beloved and utilised by over 150 million people across the globe. We're wholly dedicated to our users’ happiness - it's the fuel to our fire, shaping our mornings and guiding our workdays. Each interaction is seen as a unique opportunity to foster satisfaction, cultivate loyalty, and showcase our unwavering commitment to exceptional customer service.

We're not merely in the business of offering customer service - we're in the business of delivering customer delight. We're on the hunt for like-minded individuals who echo our vision for top-tier customer support experience and can seamlessly disseminate this value throughout our organisation. Join the Specialist Operations Group and become an integral voice within Canva.

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 we will conduct online tests as part of the assessment, and interviews are conducted virtually.