Enterprise Support Specialist Lead

15 hours ago

Sydney, New South Wales, Australia Canva Full time
About Canva's Service Operations Team
Canva's 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. Our aim is to provide excellent customer service and to promote this idea throughout the organisation.

Role Overview
The Senior Enterprise Support role presents a unique opportunity to lead an in-region customer support team focused on delivering exceptional service to Enterprise Admins. This dynamic leader will drive strong engagement within their team and ensure alignment with broader company goals. They'll 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.

Key Responsibilities
This hands-on leader will actively manage and resolve support tickets, coach their team on best practices, and ensure consistent, high-level performance. They will also work collaboratively with Product and other cross-functional teams to drive improvements in the Enterprise experience, ensuring that feedback is integrated into product development and service enhancements. Furthermore, they will foster strong collaboration and teamwork across the Enterprise Admin Specialists, Sales, Success, Enablement, and User Voice teams, ensuring a seamless flow of communication and problem-solving.

What We're Looking For
We're 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. The ideal candidate will embody the player-coach mentality, not just managing but also participating in problem-solving, including managing and resolving support tickets when needed. They should excel at tackling complex issues directly and be willing to adapt and step up whenever required to meet customer needs.

Benefits
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, including equity packages, inclusive parental leave policy, an annual Vibe & Thrive allowance, and flexible leave options that empower you to be a force for good, take time to recharge and supports you personally.

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.

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