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Support Experience Lead - High-Sensitivity Support

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. We also have a campus in Melbourne and co-working spaces in Brisbane, Perth and Adelaide. But you have choice in where and how you work, we trust our Canvanauts to choose the balance that empowers them and their team to achieve their goals.

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 on a mission to help our users fulfil their goals with clarity and joy.

The Support Experience Lead for High Sensitivity Support will be accountable for defining the processes, logic, policies and overall support experience for users requiring urgent or highly sensitive support for issues relating to security, legal, privacy or with a potential for brand or reputation damage. They will be responsible for designing the right mix of channels between help centre, in-product assistant, chatbot, chat, email and other possible future channels, e.g. phone support. The experience needs to meet user needs whilst also being deliverable at scale and at sustainable cost.

Having designed the experience, this role is then responsible for ensuring all the parts of User Voice’s global capabilities are aligned on delivering this experience with clear and defined goals and objectives, and ensuring product roadmaps accommodate the diverse needs of both this segment of users, and the internal stakeholders with whom the Experience Lead will be closely collaborating. This role is also accountable for the overall performance delivery against these goals - they will communicate progress, identify issues and resolve situations large and small rapidly and effectively.

The role will initially be an internal contributor role within the User Voice group and as a partner to internal business and product teams across areas such as Legal, Security, Trust and Safety and Finance. They will have access to the full network of User Voice capabilities. Over time, the role may include a small direct team.

This speciality collaborates closely across User Voice and other internal teams such as Legal, Privacy, Security, Trust & Safety and Finance.

What you’ll do (Responsibilities)

  • Service design: Design the User Voice end to end experience for customers in the legal, privacy, security and high-sensitivity space, ensuring our processes, policies and systems reflect the current needs of our users and our business

  • Service design: Break down this end to end experience into discrete goals for each part of User Voice’s global teams

  • Service delivery: Be accountable for overall results and cost to internal stakeholders

  • Service delivery: Identify and resolve issues large and small

  • Voice of Customer: Deliver User Voice insights to relevant product teams to shape experience to avoid service issues in the first place 

  • Stakeholder management: Identify the right stakeholders across the business and create/maintain relationships with them to deliver the best outcomes for the business and for our users

  • Change Management: Manage product or business changes that impact our users, liaising between User Voice stakeholders and other internal teams to ensure changes are managed effectively and in a way that doesn’t negatively impact the user experience

You're probably a match if

  • You’re a fast decision maker with excellent judgement: you know how to handle a complex situation and see it through to a positive outcome

  • You have a deep love of, and significant experience in, solving user issues at scale.

  • You thrive in fast-changing environments, seeing opportunity everywhere and keeping a focus on delivery.

  • You know how to get buy-in from key stakeholders. You’ve got a track record of bringing people on the journey with you – they know what’s changing and why.

  • You’re able to bring people together and drive them to a clear decision when there are multiple perspectives on a topic, initiative or project

  • You have a solid background in customer support operations in high-sensitivity contexts, e.g. safety support, legal, security, privacy, social media escalations and/or highly-regulated environments

  • You have a sturdy resilience that equips you to occasionally deal with offensive, harmful, or inappropriate content. While this role may sporadically expose you to such difficult situations, it demands an individual who can conduct themselves professionally at all times.

  • You can use the numbers to prioritise and tell a story, and you’re also connected with the individual stories or each user.

  • You know how to work independently, but you also love collaborating with people from different disciplines and countries and sharing a vision for User Experience.

  • You’ve got a good balance between big-picture thinking and nailing the details.

  • You’re not afraid of complex problems – in fact, that’s where you thrive.

  • You know how to prioritize ruthlessly and handle responsibilities for a wide number of projects – focusing your attention on the areas that matter most.

  • You like to move quickly, and aren’t afraid of fast growth and rapid change. Canva is growing faster than you can imagine – which means solutions that worked 6 months ago might break. You’re up for that challenge.

What the candidate will learn and how will they develop at Canva 

  • The opportunity for growth is huge – creating company-wide solutions, and seeing them through long-term.

  • You’ll be able to work in a fast-moving environment and see how your ideas work at scale. 

  • We want this to be a mutually rewarding relationship, so we’ll support your growth and development throughout your time at Canva.

About the team

Help and support, especially at scale, is a complex and exciting problem space. Canva’s User Voice team’s mission is both to provide insights back to the company to address issues before they happen as well as to make getting help and inspiration simple for everyone and every design. Their purpose is to make it easy to exchange help, ideas, and inspiration with people using Canva around the world.

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.

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