Senior Enterprise Support - APJ

About the Group/Team

Help and support is a complex and exciting problem space especially at scale. With a mission of Every user empowered every voice heard Canvas 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 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 selfhelp such as our Help Center Assistant and chat experience.

About the Role/Specialty

The Senior Enterprise Support role presents a unique opportunity to lead an inregion customer support team focused on delivering exceptional service to Enterprise Admins. This is far from a standard team management positionit demands a dynamic playercoach leader who can seamlessly balance expert case management with strategic team development and leadership.

In this role you will drive strong engagement within your team and ensure alignment with broader company goals. Youll work closely with Sales & Success leadership on the ground collaborating regularly to uncover opportunities for improved support and service delivery to APJ Region Sales Assisted Admins/Owners. A core aspect of this position involves identifying and implementing strategies to increase engagement and operational effectiveness ensuring seamless highquality support for Enterprise customers while continually seeking new ways to enhance the overall customer experience.

Seamless collaboration with crossfunctional teams particularly Sales Success Product and User Voice (UV) is essential in this role. Close integration with these teams allows for sharing realtime insights and developing coordinated strategies to improve support services and customer outcomes. The ability to leverage the knowledge and expertise from various departments enables the Enterprise Admin Specialist Lead to provide more holistic comprehensive solutions to Enterprise Admins fostering an environment of continuous improvement. This collaboration is crucial for aligning crossfunctional efforts and ensuring that the evolving needs of Enterprise customers are met effectively. By maintaining strong partnerships with these teams the Lead plays a pivotal role in ensuring that all facets of Enterprise support and product development are in sync ultimately driving better customer satisfaction and operational success.

Building and maintaining strong relationships with Sales & Success teams will strengthen our support infrastructure and drive success in the APJ region. Youll lead initiatives to improve support quality proactively identify service gaps and address the evolving needs of Enterprise Admins all while ensuring your team stays aligned with business objectives and growth targets.

As a handson leader you will actively manage and resolve support tickets coach your team on best practices and ensure consistent highlevel performance. This role requires close integration with Sales & Success teams to ensure coordinated efforts and quicker resolution of customer issues.

The Sr. Enterprise Support will bring advanced Enterprise account management and administration expertise. Youll provide guidance and leadership to your team offering dedicated support to Enterprise Admins while effectively handling backoffice tasks in collaboration with Sales and success teams.

Specialized knowledge in areas such as Single SignOn (SSO) and SCIM Brand Kit Content Management Learning Tools Interoperability (LTI) Apps & Integrations Offline Billing User Management and Data Visualization (Flourish) along with any future features or offerings will be critical for success in this role.

What youll do (responsibilities)

As the Sr. Enterprise Support you will:

• Take an active role in managing and resolving support tickets ensuring timely and effective solutions for customer issues.
• Lead by example being available for scheduled phone or Zoom calls and guiding the team in addressing and quickly resolving customer concerns.
• Work collaboratively with Product and other crossfunctional teams to drive improvements in the Enterprise experience ensuring that feedback is integrated into product development and service enhancements.
• Foster strong collaboration and teamwork across the Enterprise Admin Specialists Sales Success Enablement and User Voice teams ensuring a seamless flow of communication and problemsolving.
• Stay updated on the latest company tools features and functionalities and mentor your team on technical best practices to ensure a high level of expertise.
• Demonstrate versatility and adaptability stepping into different roles as needed and showing initiative in tackling new challenges.
• Oversee daily operations ensuring the team provides topnotch service during business hours or during hours that best support strategic customers.
• Facilitate regular communication within the team to boost efficiency promote synergy and continuously improve the customer service experience.
• Create an environment of growth and development by encouraging team members to master new tools features and best practices helping them advance in their roles and contribute to the teams success.

Qualifications :

What were looking for

Were seeking a dynamic leader with a solid technical background who can guide their team in resolving complex cases and fostering a positive collaborative work environment. You should be able to mentor and coach team members effectively creating a culture of growth and development. Demonstrated teamwork and collaboration skills are essential as is the ability to work closely with the Sales and Success teams to drive results.

• We need someone who embodies the playercoach mentalitynot just a manager but an active participant ready to step in and get handson with problemsolving including managing and resolving support tickets when needed.
• You should excel at tackling complex issues directly and be willing to adapt and step up whenever required to meet customer needs.
• Were looking for someone who can build strong partnerships across teams working seamlessly with Sales Success and other departments to harmonize efforts and ensure a unified approach.
• A deep understanding of customer needs is critical as is your ability to create a positive impactful experience for users.
• Excellent communication skills are a must. We need someone who can articulate ideas clearly and with empathy both in customer interactions and within the team. Open empathetic communication is central to how we operate.
• If youre someone who thrives in a fastpaced everchanging environment and can adapt quickly while maintaining a proactive approach youll be a perfect fit. We value leaders who are not only selfstarters but also inspire their team to keep learning and improving.
• If you have a passion for teaching and promoting continuous development this role is for you.

Additional Information :

About the team

Canvas 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. 

Whats in it for you

Achieving our crazy big goals motivates us to work hard and we do but youll 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.

Heres a taste of whats 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 dont feel like your skills quite match whats listed above we still want to hear from you!

Please note that interviews are conducted virtually.

Remote Work :

Yes

Employment Type :

Fulltime