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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.
Key Responsibilities:
- Manage and prioritize enterprise support tickets across account administration, feature functionality, and platform configuration, ensuring timely resolution in line with service standards
- Troubleshoot and resolve standard support issues by analyzing root causes and applying established workflows, escalating when needed
- Support admins through scheduled calls to guide issue resolution, key workflows, and best practices with clear and timely follow-up
- Partner with Sales and Customer Success Management (CSM) teams to provide technical and back-office support during onboarding and escalations
- Apply working knowledge of Canva enterprise features (SSO/SCIM, Brand Kit, User Management) to resolve cases
- Contribute to team knowledge through documentation updates and sharing ticket trends
- Participate in the Strategic Pod Support program to enhance customer retention, product adoption, and revenue expansion
You will be co-located and seamlessly integrated with Sales and Success teams, facilitating better coordination and faster resolution of customer concerns. The role requires expert knowledge in enterprise account and brand administration tasks and the ability to support Sales and Success teams with back-office tasks as needed.
Canva offers equity packages, inclusive parental leave, an annual Vibe & Thrive allowance for wellbeing and office setup, and flexible leave options. The company is ambitious about supporting 1 billion users and values empowering every user and ensuring every voice is heard.
Requirements:
- Strong problem-solving skills, clear communication, and customer-first mindset
- Fluent in German (spoken and written) with strong English communication skills
- Comfortable troubleshooting technical and account-related issues with sound judgment
- Working knowledge of systems like SSO, SCIM, and content management
- Effective work management and prioritization skills while maintaining quality
- Proactive, customer-focused approach to understanding needs and driving issues to resolution
- Ability to collaborate effectively with cross-functional partners
- Ownership and accountability for work with clear communication throughout support processes
- Detail-oriented and organized approach to case handling and follow-up
- Commitment to continuous improvement and building product knowledge
