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:
Delivering high impact and value to Affinity users by empowering team members to provide the best customer support and achieve great results through effective coaching and performance management. 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!
- You will be responsible for leading a team of Affinity Support Specialists (customer service) and enable them to resolve customer issues via email, social media support, and app store reviews while ensuring high customer satisfaction
- You will develop and maintain an expert understanding of Affinity apps on supported platforms, customer account management, and identifying and reporting support trends
- You will adapt coaching styles effectively to different working styles of team members to empower high performers, motivate individuals with high potential, and support development in all Affinity support specialists
- You will facilitate productive discussions and regular check-ins with team members to establish goals, provide constructive feedback, offer mentorship with actionable next steps, and assess performance levels across customer service metrics
- You hold complete accountability for the team's overall performance utilizing ticket backlog, customer satisfaction scores, first resolution time and quality metrics, and user-specific feedback
- You steer the team to refocus on critical business priorities, actively eliminating obstacles that impede progress toward individual and team objectives
- You bring together individuals with diverse skill sets and guide them toward becoming a cohesive, collaborative, and impactful team
- You challenge and encourage team members to pursue their career goals while ensuring alignment with the company's objectives
You're probably a match if :
More than the technical skills, you are someone who can collaborate effectively with the Affinity Support team. Flexibility is also crucial as we need someone to adapt to ensure customers receive premium support. Lastly, persistence and positivity in the face of challenges are essential traits for success in our team.
- You are an experienced and effective people leader. With leadership experience in the customer service/BPO industry, you have led and developed people from different backgrounds and motivations. You are able to both inspire and drive excellent performance, leading your team to meet and exceed targets with a bias for continuous improvement.
- You have experience in a customer-centric environment, exposed to enterprise support transactions for creative apps or technology companies ; and have an in-depth understanding of customer service principles and practices, software, databases, and tools
- You navigate through complexities. You can navigate through ambiguity and lead with or without established processes in place. You are able to demonstrate composure in uncertain situations. You are also able to lead a team during a rapid growth phase. You are also flexible, able to adapt to changing situations, and open to trying alternative solutions.
- It is a plus if you have personally used or are knowledgeable in creative software such as Affinity, and/or other creative software
- You are a team-player, you can deliver results beyond your scope of influence through cross-functional collaboration and with a team goal in mind
- 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
Since launching Canva in 2013, we’ve been on a mission to empower the whole world to design. As visual communication becomes table stakes in workplaces across the globe, we’re proud to now be empowering more than 175 million people to achieve their goals – but as we often say, with a mission this big, we’re still just 1% of the way there.
In 2024, we welcomed Affinity to the Canva team as we set our sights on empowering every kind of designer. Trusted by more than three million creative professionals across the globe, Affinity’s award-winning suite of professional design software has become a sought-after solution for everything from photo editing to complex graphic and vector design. Together, we’re setting our sights on empowering every kind of team and organization to achieve their goals!
Help and support is a complex and exciting problem space, especially at scale. With a 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 they have a flawless experience while using Affinity 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.
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.