Content Operations and Knowledge Management Lead

6 months ago

Sydney, Australia Canva Full time

Team

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**Customer Service**
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Country

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**Sydney, Australia***

Schedule

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**Full-time**
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On-site/Remote

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**Hybrid**

**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. That means if you want to do your thing in the office (if you're near one), at home or a bit of both, it's up to you.

**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.

**Why do we need this role?**

As Canva continues to grow and scale to 1B users, Global User Voice Enablement role is to ensure that User voice specialists operations will be successful in their roles in making our users happy. We need to ensure that they have the right resources and job aides which are continuously and constantly being updated, especially whenever there are process updates, product releases and the like.

The Knowledge Management Team’s role is to take part in that process, specifically by making sure that existing articles in the knowledge base are kept up to date while new process and product releases are documented for specialists’ references.

The Knowledge Management Lead’s role is to ensure that there is a strategic knowledge management process in place which includes streamlined intake and cascade process and continuous improvement initiatives. KM lead will also support growth & development of KM writers.

**How will this role help Canva achieve its mission?**

We know that delighted users are loyal to Canva. Knowledge Management is key in ensuring that our users’ issues get resolved in using the best path possible, in a delightful way. This team will enable specialists to support and make our users happy.

**The Group**

User Voice Group’s vision is “every user empowered, every voice heard.” With all the product features and improvements we are rolling out at an immense scale, the User Voice group needs to keep meeting the support needs of Canva users. Our primary goal is to solve issues before they happen, or to use technology to address them, but we have a growing need for people to resolve more complex issues.

**The Team**

The Content Operations team is responsible for updating, sanitising, and all-around managing our Customer Happiness Team (CHT) Knowledge Base and Canva’s customer facing Help articles. Our goal is to be the gate keeper of all content and have a consistent voice throughout our support journey, whenever our users run into issues. We use UX writing skills and user experience principles to craft useful and relevant help content so people find an answer to their questions. We ensure that all processes and product updates, whether new or existing, are reflected in our Help centre and properly documented so that specialists have ready-made references to use whenever they're handling tickets. As Canva continues on its rapid trajectory of growth, its customer support needs become increasingly complex. Thus, the need for a mechanism to ensure we are accurately answering customer queries and following established protocols become greater. Consequential to this complexity is also the higher volume of releases and product updates weekly which requires a robust knowledge base to be used as the single source of truth by the specialists.

What you’ll do (Responsibilities)
- You will lead the newly established Content Operations team and set them up for success in our mission to use the content as a strategic lever to drive positive customer outcomes.
- You will define the strategy to take the Canvas specialist/agent knowledge base to the next level. You will set the information architecture approach, find ways to improve discoverability, and continuously increase the quality of articles so that we can encourage effective and widespread usage.
- You will also be responsible for ensuring that our saved response & help article library aligns well with Canva’s voice, enables customer delight, and scales with our rapid growth. You will be transforming the team to hone writing as a craft by embedding it in our culture and establishing principles and guidelines.
- You will demonstrate value by measuring the impact of initiatives through data, and you will encourage insights-led continuous improvement.
- You will improve the reliability of our Content operations by introducing processes and cadences, such as intake, quality review processes, and information-sharing app

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