senior operations lead - Customer ServiceCanva

Company Description
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.
Job Description
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.
As a Senior Leader in the Specialist Operations Group, you will play an instrumental role in shaping the landscape of our customer relations. Your expertise and leadership will be vital in managing our dedicated team, navigating them through daily interactions, and inspiring steadfast commitment to user satisfaction. You will be the cornerstone, fostering an environment that breathes innovation, encourages problem-solving, and promotes exceptional service.
Your role will extend beyond team leadership. It will necessitate strategic planning, execution, and enhancement of our operations to ensure we consistently meet and surpass user expectations. With an emphasis on data-informed decision-making, you will analyze key performance indicators and customer feedback, translating them into actionable insights for continuous improvement.
At Canva, we believe in leadership that not only guides but also understands the value of collaboration and open dialogue. As a senior leader, your ability to unite, inspire and drive the team towards our shared vision of customer delight will carve our path to global success.
Guide the specialist operations group with clear, actionable goals and expectations. Your nuanced feedback during individual or group coaching sessions should illuminate the path to high performance, ensuring every member is supported and driven to excel.
Flex your coaching style to complement the diverse working behaviors within your sub-group. Your capability to understand and respect individual approaches will define the effectiveness of your coaching.
Take full ownership of the total output of your sub-group. You will spearhead the milestones and challenge the status quo, setting the bar high for excellence.
Foster collaboration across cross-functional teams, including BPO Vendor Management, User Voice Business Partners, and Enablement teams.
Ensure the sub-group's efforts align with UserVoice and Canva's strategic priorities. Your leadership should forge a laser-sharp focus on serving the needs of our users and driving growth for our business.
Identify and swiftly eliminate obstacles that hinder individual and team progress. Your ability to recognize and combat potential roadblocks will ensure your sub-group continually thrives.
Unite a diverse pool of talents into a seamless, high-performing machine.
Inspire team members to reach beyond their comfort zone, fostering their personal growth whilst keeping their career goals synchronised with our business objectives. Your guidance will fuel ambition and engender a spirit of tenacity amidst challenges.
Drive the development and perpetuation of a high-performance culture. By exemplifying #pursueexcellence, you will spur a work environment where individuals are highly engaged, motivated, and committed to delivering exceptional user experiences.
Champion Canva's core values, passionately embodying them in every aspect of your work. Inspire your sub-group to follow suit, creating a ripple effect of committed, values-driven actions across the organization.
Qualifications
What we're looking for
With your vast experience in customer service management, you've earned the trust and proficiency to navigate any challenge with ease and provide out-of-the-box solutions
You excel at leading teams through transitional periods of significant development.
As a hands-on leader with extensive knowledge of customer service systems, you're committed to maintaining peak customer satisfaction.
Targets are not just numbers to you; they're milestones to be surpassed, and you believe in constant progression.
You possess a natural talent for defining strategies and solving problems.
Communication is your strength, promoting effective dialogue with everyone you work with.
You stay ahead of the curve, leveraging the latest customer service technology.
When it comes to addressing the challenges your teams face, you lead with compassion and empathy.
Collaboration is key to your leadership style, promoting unity and shared knowledge among diverse talents within and outside your teams
Future-ready, you anticipate potential challenges and opportunities, informing your strategic planning.
Additional Information
About the Group/Team
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.
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
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 lifeatcanva.com 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.
Canva

Manila City, Metro Manila
Permanent
Full-time