team leader - customer happiness ( Email Support)Canva Solutions Inc.

At Canva, we create tools that empower the world to design. Our mission is to democratise design and empower creativity for anyone and everyone, on every platform! Inspired by a team of talented thinkers, an amazing culture and remarkable growth trajectory - we're out to change the world, one design at a time.
Since launch in August 2014, we have grown exponentially, amassing over 10 million active users across 190 different countries who have created more than 200 million designs. We are one of the world's fastest growing technology companies and we have only achieved about 1% of what we are capable of!
The Team
Canva's Customer Happiness team are the face of a platform used by millions of people every day. With over 10 million active users, we strive to make each and every customer happy. The team interacts 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 to promote this idea throughout the organisation.
About the candidate
We're looking for people with a passion to solve problems and a zest to empower team members to do the best work of their lives. You need great attention to detail, and an ability to put yourself in our users' shoes. We need someone who loves challenges and is adaptable to change. Do you want to work within a diverse, cross-cultural, customer-oriented organisation? Yes? Then we would love to hear from you!
What you'll do:
Uphold and live by the Canva values
Conduct effective coaching, individual or group discussions with members to set clear goals and expectations, monitor performance and provide constructive feedback with action-driven next steps
Tailor-fit coaching styles effectively to different working styles of team members
Take full responsibility for the overall output of the team
Drive the team to realign focus on what's important for the business
Actively remove blockers that hinder members to achieve individual and team goals
Tie up different people with diverse skill sets and drive them to become a high performing team
Challenge and stretch team members to help them pursue their career aspirations while maintaining alignment with business goals
Foster a high-performance culture #pursueexcellence
You'll love this role if you have:
At least 5-years managerial experience in customer service
Experience managing a team, during a rapid growth phase In-depth knowledge of customer service principles and practices, software, databases and tools
Proven track record for meeting and exceeding targets, and leading a team who continuously improve performance
Ability to drive motivate high potentials and support low performers
Excellent knowledge of management methods and techniques
Awareness of industry's latest technology trends, tools, and applications
Ability to think strategically and solve problems
Proven ability to influence, energise, develop and drive change
Grace under fire: ability to present in front of large groups, deal with ambiguity, and demonstrate composure in stressful situations
Customer service orientation
While we won't be taking any blood samples, we'd love to see some Startup DNA - you will need to be flexible, pragmatic, strategic, tenacious, and take ownership of deliverables and outcomes - ya gotta have hustle!
What you'll love at Canva..
Competitive salary, plus equity options
HMO with free dependents
Professional Educational Support
Gym Benefits
Free breakfast and lunch meals prepared by our in-house chefs!
A 7am - 4 pm schedule
Sponsored social clubs and team events
Fun and quirky celebrations
Rest assured - everyone's safety is our top priority. If you get the role, you'll be working remotely with the rest of the team until it's safe to go back to the office and resume normal operations.
Canva is currently one of Australia's hottest technology startups and has been the ranked #1 Australian Workplace in Technology by JobAdvisor for the second year in a row.
We mean it when we say we want to create a workplace that you love coming to. Our culture is unlike anywhere else and our offices are designed with workspaces for every mood, to help you do great work. At Canva you can be part of a company that is growing rapidly, building a product that users really love.
We have two in-house chefs that whip up amazing breakfasts and lunches for the whole team - check out what's cooking at: https://instagram.com/canvalife
Being a force for good
One of our core values at Canva, "Being a force for good" means we are actively working towards a world that isn't just good for a small few, but one that's good for everyone. We believe deeply that bringing together diversity of thoughts, perspectives and expression is key for building the best product for our equally diverse community. To achieve this, we need to constantly work towards making Canva the best place to work, for everyone.