Service Operations Lead - Admin Support

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.

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 flavor of the things you'll be working on when you start, but this will likely evolve.

What you'll do:

• Tailor-fit coaching styles efficiently to different working styles of members to empower high performers, motivate high potentials, and support low performers
• Conduct effective discussions and seasonal cadences with members to set goals, provide feedback, provide mentoring with action-driven next steps, and check performance levels.
• Take full responsibility for the team's overall output using ticket backlog, CSAT, FRT, and user-specific feedback.
• Drive the team to realign its focus on the business’s urgent needs. Actively remove blockers that hinder members from achieving individual and team goals.
• Tie up different people with diverse skills and drive them to become an impactful team.
• Challenge and stretch team members that support their career aspirations while maintaining alignment with business goals
• Empower team members by setting SMART goals, providing resources, coaching, calling out underperformance, and championing a high-performance culture.
• In charge of leading a group of Customer Happiness Specialists.

We'd love it if you have

• At least 5 years of coaching experience in customer service
• Experience in team management during rapid growth phases. In-depth understanding of customer service principles and practices, software, databases, and tools
• Proven track record of meeting and surpassing targets and leading a team dedicated to enhancing performance
• Ability to inspire high achievers and assist those who need a boost
• Excellent knowledge of management methods and techniques
• Adaptability, communication, and conflict resolution – crucial in our fast-paced environment.
• Awareness of the industry’s latest technology trends, tools, and applications
• Ability to think strategically and solve problems
• Proven record of influencing, energizing, developing, and motivating change
• Grace under fire: ability to present confidently to large audiences, handle uncertainty, and maintain composure in high-pressure scenarios
• Customer service orientation

About the team

Canva’s Service Operations team are the face of a platform used by millions of people every day. With millions of active users, we strive to make each and every customer happy. The team interacts with our users to provide and process information in response to inquiries, concerns and requests about Canva and its features. Customer happiness is what gets us up in the morning! Our aim is to provide excellent customer service and to promote this idea throughout the organisation. 

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 stack 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.