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Canva is seeking an Enterprise Support Specialist for the EMEA region, based in London. This is a customer-facing support role focused on managing and resolving support tickets for enterprise customers.
Key Responsibilities:
- Manage and prioritize enterprise support tickets across account administration, feature functionality, and platform configuration, ensuring timely resolution against service standards
- Troubleshoot and resolve support issues by analyzing root causes and applying established workflows, with escalation when needed
- Conduct scheduled support calls with admins to guide issue resolution, key workflows, and best practices
- 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
The role is part of a regional team that is co-located and integrated with Sales and Success teams to facilitate better coordination and faster customer issue resolution. You will be a case manager with strong ownership of support tickets for strategic customers.
Canva's User Voice supergroup aims to support 1 billion users by creating magical experiences and ensuring every voice is heard. The team acts as a bridge between Canva and its users, delivering flawless product experiences through streamlined systems, optimized contact flows, and tools like the Help Center and chat experience.
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 resolution
- Ability to collaborate effectively with cross-functional partners
- Demonstrated ownership, accountability, and attention to detail
- Commitment to continuous improvement and building product knowledge
