SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Canva is seeking an Enterprise Support Specialist to join its User Voice supergroup in London. This is a dedicated, in-region customer support role focused on managing and resolving support tickets for strategic enterprise customers.
In this position, you will act as a case manager and expert in enterprise account and brand administration. You'll manage and prioritize support tickets across account administration, feature functionality, and platform configuration, ensuring timely resolution in line with service standards. Key responsibilities include troubleshooting and resolving standard support issues by analyzing root causes and applying established workflows, with escalation when needed. You'll support Admins through scheduled calls to guide issue resolution, key workflows, and best practices, with clear and timely follow-up.
You'll partner closely with Sales and Customer Success Management (CSM) teams to provide technical and back-office support during onboarding and escalations, ensuring alignment on customer needs. You'll apply working knowledge of Canva enterprise features such as SSO/SCIM, Brand Kit, and User Management to resolve cases. Additionally, you'll contribute to the Strategic Pod Support program, which is designed to enhance customer retention, product adoption, and revenue expansion through targeted, high-impact support aligned with Customer Success goals. You'll also contribute to team knowledge through documentation updates and sharing ticket trends.
As part of a regional team, you'll be co-located and seamlessly integrated with Sales and Success teams, facilitating better coordination and faster resolution of customer concerns.
Canva offers equity packages, inclusive parental leave, an annual Vibe & Thrive allowance for wellbeing and office setup, and flexible leave options. Interviews are conducted virtually.
REQUIREMENTS:
- Strong problem-solving skills, clear communication, and customer-first mindset
- Strong English communication skills and native-level fluency in another European language
- Comfortable troubleshooting technical and account-related issues, using sound judgment to analyze problems and apply appropriate solutions
- Working knowledge of systems like SSO, SCIM, and content management
- Ability to manage and prioritize work effectively, maintaining quality while balancing multiple tasks
- Proactive, customer-focused approach with ability to fully understand needs and drive issues to resolution
- Effective collaboration with cross-functional partners
- Ownership and accountability for work, following through on commitments
- Detail-oriented and organized, ensuring accuracy and consistency in case handling
- Commitment to continuous improvement and building product knowledge
