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Canva's Specialist Operations Group is seeking a Customer Service Operations Expert (Spanish) to join the Multilingual Team within the High Sensitivity and Escalations subgroup in the Manila office. This role focuses on delivering world-class support to Spanish-speaking users navigating complex, sensitive, and urgent issues.
Key Responsibilities:
- Own escalated email, chat, and phone support tickets from Spanish locales end-to-end in Zendesk, handling bugs, incidents, and complex cases
- Provide phone support and language interpretation between Spanish-speaking users and CPSET representatives, with progression toward independent call ownership
- Investigate recurring issues and identify process improvements to enhance team efficiency
- Evaluate translation tool output and flag opportunities to improve the quality of Canva's Spanish-language support
- Partner with teammates across the High Sensitivity and Escalations subgroup to ensure no Spanish-speaking user's issue is overlooked
- Contribute to shaping how the multilingual support team operates and sets standards
The role is based in Canva's Manila office, one of the company's key global hubs. The team supports flexible working arrangements while maintaining connection to a high-energy, collaborative environment.
Requirements:
- Spanish language proficiency at CEFR B2 level or above: ability to conduct natural, live phone conversations without relying on scripts and to read/write with precision sufficient for complex support ticket ownership
- Fluent English with strong cross-cultural communication instincts
- Prior experience in customer support, escalations, or service-recovery roles, ideally with ticketing tools such as Zendesk
- Demonstrated comfort with complex cases and ability to be energized rather than drained by challenging support scenarios
- Translator's eye for language nuance and quality; ability to evaluate and improve automated translation output
- Comfort with ambiguity and strong bias toward ownership; proactive problem-solving without waiting for direction
- Genuine collaborative mindset and curiosity about process improvement, not just execution
