Senior Lead, Customer Service Operations

2 weeks ago

Manila, National Capital Region, Philippines Canva Full time

Join the team redefining how the world experiences design.

Kamusta, 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, 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.

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.

At the moment, this role is focused on:

  • Shaping the landscape of customer relations by leading a dedicated team to ensure exceptional user satisfaction.
  • Driving strategic planning, execution, and enhancement of operations to exceed user expectations through data-informed decision-making
  • Fostering innovation, problem-solving, and exceptional service by analyzing key performance indicators and customer feedback to drive continuous improvement
  • Setting Clear Goals and Providing Nuanced Feedback: Guide your sub-group with actionable goals and offer timely and actionable feedback during coaching to drive high performance and support members effectively.
  • Adapting Coaching Style to Individual Behaviors: Tailor your coaching style to suit diverse working behaviors within your sub-group, respecting individual approaches to maximize coaching effectiveness.
  • Taking Ownership and Challenging Excellence: Lead your sub-group to spearhead milestones, challenge the status quo, and set high standards for excellence, ensuring total ownership of the output
  • Fostering Collaboration Across Teams: Promote collaboration among cross-functional teams, including BPO Vendor Management, User Voice Business Partners, and Enablement teams to align operational efforts with strategic priorities
  • Eliminating Obstacles and Uniting Talents: Identify and remove obstacles hindering progress, and unite diverse talents to create a seamless, high-performing team that thrives.
  • Inspiring Personal Growth and Driving High Performance: Inspire team members to grow personally, push boundaries, and align career goals with business objectives to create a high-performance culture that embodies #pursueexcellence.

You're probably a match if:

  • You are an experienced customer service senior leader with extensive experience in operations management , and adept at handling challenging situations with grace and proficiency
  • You have in-depth experience in service delivery , BPO vendor management , or spaces similar to what's mentioned
  • You have strong analytical skills in interpreting customer feedback, CRM data, and tech & customer service industry trends to enhance customer experiences, and are up-to-date with the latest customer service technologies for enhanced performance
  • You are proficient in customer journey design and experience creation
  • You are skilled in guiding teams through periods of significant scale, growth, and change
  • You are a compassionate and empathetic leader who supports team members through difficulties and emphasizes collaboration and unity to enhance team performance.
  • You are dedicated to ensuring top-tier customer satisfaction by implementing effective service systems
  • You are driven by exceeding targets and fostering continuous improvement across the span of influence and beyond
  • You are an excellent communicator, fostering open dialogue with stakeholders and team members
  • You are a natural problem solver with a talent for strategic thinking
  • You are proactive and forward-thinking, anticipating future challenges and opportunities

About the Team

Join Canva's Specialist Operations Group – the operational heartbeat of User Voice. Be the face of a platform that's beloved and utilised by over 150 million people across the globe

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.

We're wholly dedicated to our users' happiness - it's the fuel to our fire, shaping our mornings and guiding our workdays. Each interaction is seen as a unique opportunity to foster satisfaction, cultivate loyalty, and showcase our unwavering commitment to exceptional customer service.

We're not merely in the business of offering customer service - we're in the business of delivering customer delight. We're on the hunt for like-minded individuals who echo our vision for top-tier customer support experience and can seamlessly disseminate this value throughout our organisation. Join the Specialist Operations Group and become an integral voice within Canva.

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 stack 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

Check out for more info.

Other stuff to know

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.

Please note that interviews are conducted virtually.


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