Enterprise Customer Support Team Lead

3 days ago

Sydney, New South Wales, Australia Canva Full time

Company Overview

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Canva is a fast-growing platform used by millions of people every day. Our Service Operations team is the face of this platform, striving to make each and every customer happy.

We interact 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 promote this idea throughout the organization.

About the Role

The Sr. Enterprise Customer Support role presents a unique opportunity to lead an in-region customer support team focused on delivering exceptional service to Enterprise Admins.

This is far from a standard team management position—it demands a dynamic, player-coach leader who can seamlessly balance expert case management with strategic team development and leadership.

Key Responsibilities

  • 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 cross-functional 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 problem-solving.
  • 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 top-notch 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 team's success.

Requirements

  • A dynamic leader with a solid technical background who can guide their team in resolving complex cases and fostering a positive, collaborative work environment.
  • 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.
  • Able to tackle complex issues directly and be willing to adapt and step up whenever required to meet customer needs.
  • 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 the ability to create a positive, impactful experience for users.
  • Excellent communication skills are a must, able to articulate ideas clearly and with empathy, both in customer interactions and within the team.

What We Offer

  • An estimated salary range of $80,000-$120,000 per year, depending on experience.
  • An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup, and more.
  • Flexible leave options that empower you to be a force for good, take time to recharge, and support you personally.
  • Equity packages and inclusive parental leave policy that supports all parents and carers.

Join Us

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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