Enterprise Customer Support Specialist at Canva · Sydney

companyDescription jobDescription Join the team redefining how the world experiences design. Hiya, g'day, mabuhay, kia ora, 你好, hallo, bonjour, 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. 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. About the team Help and support, especially at scale, is a complex and exciting problem space. 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 that they have a flawless experience while using Canva products as we scale our way to support 1 billion users. Our team is 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 you’d be doing in this role You will be a dedicated, in-region customer support team member. Enterprise Support Specialists are case managers who strongly focus on owning and resolving support tickets for our most strategic customers. As part of a regional team, our specialists will be co-located and seamlessly integrated with the Sales and Success teams. This will facilitate better coordination and faster resolution of customer concerns. The selected individuals will possess expert knowledge in all Enterprise account and brand administration tasks and will be highly trained in supporting the Sales and Success teams with back-office tasks as needed. At the moment, this role is focused on: Manage and prioritise Enterprise support tickets across account administration, feature functionality, and platform configuration, ensuring timely resolution in line with service standards. Troubleshoot and resolve standard support issues by analysing root causes and applying established workflows, escalating when needed. Support Admins through scheduled calls to guide issue resolution, key workflows, and best practices, with clear and timely follow-up. Partner with Sales and CSM teams to provide technical and back-office support during onboarding and escalations, ensuring alignment on customer needs. Apply working knowledge of Canva enterprise features (e.g. SSO/SCIM, Brand Kit, User Management) to resolve cases, and contribute to team knowledge through documentation updates and sharing ticket trends. In addition to the core responsibilities, this role will also contribute to our Strategic Pod Support program. This initiative is designed to enhance customer retention, product adoption, and revenue expansion through targeted, high-impact support aligned with Customer Success goals. You're probably a match if You bring a strong problem-solving, clear communication, and a customer-first mindset You communicate clearly and confidently, adapting your approach to support both customers and internal stakeholders effectively. You have native-level fluency in German and strong English communication skills. You’re comfortable troubleshooting a range of technical and account-related issues, using sound judgement to analyse problems, apply appropriate solutions, and escalate when needed. You build and apply working knowledge of systems like SSO, SCIM, and content management to resolve cases with increasing independence. You manage and prioritize your work effectively, maintaining quality while balancing multiple tasks and competing demands. You take a proactive, customer-focused approach, seeking to fully understand needs and drive issues through to resolution. You collaborate effectively with cross-functional partners, contributing to shared outcomes during onboarding, escalations, and ongoing support. You demonstrate ownership and accountability for your work, following through on commitments and maintaining clear communication throughout the support process. You’re detail-oriented and organised, ensuring accuracy and consistency across case handling and follow-up. You’re committed to continuous improvement, actively building your product knowledge and contributing to team learning and process improvements. 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 Other stuff to know Please submit your application & resume in English. 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. Check out lifeatcanva.com for more info. qualifications additionalInformation