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Canva is seeking an Enterprise Support Specialist for its EMEA region, based in London. You will serve as a dedicated case manager for enterprise customers, owning and resolving support tickets while working closely with Sales and Customer Success teams.
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, applying established workflows, and escalating when appropriate
- Conduct scheduled calls with admins to guide issue resolution, key workflows, and best practices with clear follow-up
- Partner with Sales and Customer Success Management 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 integrated with regional Sales and Success teams, facilitating better coordination and faster customer issue resolution.
Requirements:
- Strong problem-solving skills, clear communication, and customer-first mindset
- Fluent in English and German (spoken and written)
- 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
- Detail-oriented and organized with strong follow-through and accountability
- Commitment to continuous improvement and building product knowledge
