Enterprise Customer Support Specialist

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          "text": "<p><strong>Join the team redefining how the world experiences design.</strong></p><p>Hello, hey, g'day, mabuhay, kia ora, 你好, hallo, vítejte!</p><p>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.</p><p><strong>Where and how you can work</strong></p><p>Our flagship office is in Sydney, Australia, but we've made our way from down under, to Austin. We offer flexibility in how and where you work. This role observes a hybrid model and requires 3 days per week in our Austin office.&#xa0;</p><p><strong>About the Group/Team</strong></p><p>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 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 self-help such as our Help Center, Assistant and chat experience.</p><p><strong>About the Role/Specialty</strong><br>\n<br>\nThis role is for a dedicated, in-region customer support team specifically tailored for Enterprise Admins. The Enterprise Admin Specialists are case managers who strongly focus on owning and resolving support tickets. They are available for scheduled phone or zoom calls to address customer issues expediently.</p><p>As part of these regional teams, 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.</p><p>The role will provide specialized expertise in Single Sign-on and SCIM, Brand Kit, Content Management, Learning Tools Interoperability, Apps &amp; Integrations, Offline Billing, User Management, Data Visualization (Flourish) and any other future features or offerings,</p><p><strong>Responsibilities</strong></p><ul><li><p>Manage and prioritize Enterprise Admin support tickets across account administration, feature functionality, and platform configuration, ensuring timely resolution in line with service standards.</p></li><li><p>Troubleshoot and resolve standard support issues by analysing root causes and applying established workflows, escalating when needed.</p></li><li><p>Support Admins through scheduled calls to guide issue resolution, key workflows, and best practices, with clear and timely follow-up.</p></li><li><p>Partner with Sales and CSM teams to provide technical and back-office support during onboarding and escalations, ensuring alignment on customer needs.</p></li><li><p>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.</p></li></ul><p><strong>Strategic Pod Support Responsibilities</strong></p><p>In addition to the core responsibilities of providing high-quality, regionally focused support to Enterprise Admins, 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.</p><p><strong>As part of this program, the Enterprise Admin Specialist will:</strong></p><ul><li><p>Participate in Pod Support workflows by managing and resolving tickets aligned to strategic customer accounts.</p></li><li><p>Collaborate with Customer Success Managers (CSMs) and Implementation Managers (IMs) to ensure support interactions contribute to retention and expansion opportunities.</p></li><li><p>Surface recurring customer issues, friction points, and feature requests to the Pod Support Consultant and cross-functional stakeholders.</p></li><li><p>Contribute to improving documentation and internal workflows that support the Pod model.</p></li><li><p>Help identify customers at risk of churn based on support interactions and escalate these insights to the appropriate teams.</p></li><li><p>Maintain awareness of Pod-specific processes and metrics, ensuring support actions are aligned with Net Dollar Retention (NDR) goals.</p></li><li><p>Provide feedback on what’s working or needs refinement to continuously improve the Pod Support experience.</p></li></ul><p>The primary responsibility for leading the program’s strategy, process development, and reporting lies with the Pod Support Consultant, but this role plays a key part in execution—delivering proactive, friction-reducing support for our most strategic customers.</p><p><strong>What we're looking for</strong></p><p>We're looking for someone who brings strong problem-solving, clear communication, and a customer-first mindset, and can operate with a high level of ownership in a fast-paced support environment.</p><ul><li><p>You communicate clearly and confidently, adapting your approach to support both customers and internal stakeholders effectively.</p></li><li><p>You’re comfortable troubleshooting a range of technical and account-related issues, using sound judgment to analyze problems, apply appropriate solutions, and escalate when needed.</p></li><li><p>You build and apply working knowledge of systems like SSO, SCIM, and content management to resolve cases with increasing independence.</p></li><li><p>You manage and prioritize your work effectively, maintaining quality while balancing multiple tasks and competing demands.</p></li><li><p>You take a proactive, customer-focused approach, seeking to fully understand needs and drive issues through to resolution.</p></li><li><p>You collaborate effectively with cross-functional partners, contributing to shared outcomes during onboarding, escalations, and ongoing support.</p></li><li><p>You demonstrate ownership and accountability for your work, following through on commitments and maintaining clear communication throughout the support process.</p></li><li><p>You’re detail-oriented and organized, ensuring accuracy and consistency across case handling and follow-up.</p></li><li><p>You’re committed to continuous improvement, actively building your product knowledge and contributing to team learning and process improvements.</p></li></ul><p><strong>What's in it for you?</strong></p><p>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.</p><p>Here's a taste of what's on offer:</p><ul><li>Equity packages - we want our success to be yours too</li><li>Health benefits plans to support you and your wellbeing</li><li>401(k) retirement plan with company contribution</li><li>Inclusive parental leave policy that supports all parents &amp; carers</li><li>An annual Vibe &amp; Thrive allowance to support your wellbeing, social connection, office setup &amp; more</li><li>Flexible leave options that empower you to be a force for good, take time to recharge and supports you personally</li></ul><p>Check out lifeatcanva.com for more info.</p><p><strong>Other stuff to know</strong></p><p>We make hiring decisions based on your experience, skills, merit and business needs, in compliance with applicable local laws.</p><p>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!</p><p>When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process. Please note that interviews are conducted virtually.</p>",
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