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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
The role is co-located with Sales and Success teams to facilitate better coordination and faster resolution of customer concerns. You will be a case manager with expert knowledge in enterprise account and brand administration tasks.
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
- 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
- Ability to manage and prioritize work effectively while maintaining quality
- Proactive, customer-focused approach with strong collaboration skills
- Detail-oriented and organized with demonstrated ownership and accountability
- Commitment to continuous improvement and building product knowledge
