Company Description Join the team redefining how the world experiences design.
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.
Job Description About the Group/Team
Help and support is a complex and exciting problem space, especially at scale.
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 they have a flawless experience while using Canva products as we scale our way to support 1 billion users.
About the Role/Specialty The Enterprise Admin Specialist Team Lead role presents a unique opportunity to lead an in-region customer support team focused on delivering exceptional service to Enterprise Admins.
This role demands a dynamic, player-coach leader who can seamlessly balance expert case management with strategic team development and leadership.
In this role, you will drive strong engagement within your team and ensure alignment with broader company goals.
You'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.
A core aspect of this position involves identifying and implementing strategies to increase engagement and operational effectiveness.
Seamless collaboration with cross-functional teams, particularly Sales, Success, Product, and User Voice (UV), is essential in this role.
By maintaining strong partnerships with these teams, the Lead plays a pivotal role in ensuring that all facets of Enterprise support and product development are in sync, ultimately driving better customer satisfaction and operational success.
As a hands-on leader, you will actively manage and resolve support tickets, coach your team on best practices, and ensure consistent, high-level performance.
This role requires close integration with Sales & Success teams to ensure coordinated efforts and quicker resolution of customer issues.
The Enterprise Admin Specialist Team Lead will bring advanced Enterprise account management and administration expertise.
You'll provide guidance and leadership to your team, offering dedicated support to Enterprise Admins while effectively handling back-office tasks in collaboration with Sales and success teams.
What you'll do (responsibilities) As the Enterprise Admin Specialist Team Lead, you will:
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. Foster strong collaboration and teamwork across the Enterprise Admin Specialists, Sales, Success, Enablement, and User Voice teams. Stay updated on the latest company tools, features, and functionalities, and mentor your team on technical best practices. Demonstrate versatility and adaptability, stepping into different roles as needed. Oversee daily operations, ensuring the team provides top-notch service during business hours. Facilitate regular communication within the team to boost efficiency 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. Qualifications 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.
You should be able to mentor and coach team members effectively, creating a culture of growth and development.
We need someone who embodies the player-coach mentality—not just a manager, but an active participant, ready to step in and get hands-on with problem-solving. We're looking for someone who can build strong partnerships across teams, working seamlessly with Sales, Success, and other departments. Excellent communication skills are a must. If you're someone who thrives in a fast-paced, ever-changing environment and can adapt quickly while maintaining a proactive approach, you'll be a perfect fit. If you have a passion for teaching and promoting continuous development, this role is for you. Additional Information About the team Canva's Service Operations team are the face of a platform used by millions of people every day.
Our aim is to provide excellent customer service and to promote this idea throughout the organisation.
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
- Inclusive parental leave policy
- An annual Vibe & Thrive allowance
- Flexible leave options
Check out lifeatcanva.com for more info.
Other stuff to know
We make hiring decisions based on your experience, skills and passion.
When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.
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!
#J-18808-Ljbffr