Senior Team Lead Customer Service

Job Description

Join the team redefining how the world experiences design.

Hey, gday, mabuhay, kia ora,你好, hallo, vítejte!

Thanks for stopping by. We know job hunting can be a little time-consuming and youre probably keen to find out whats on offer, so well get straight to the point.

Where And How You Can Work

Our flagship campus is in Sydney, Australia, but with many of our Canvanauts calling the Philippines home, our office in Manila is a buzzing place. This role is encouraged to be on a hybrid setup so weve created an environment that truly empowers you to thrive.

What You’d Be Doing In This Role

We believe great leadership is a balance of strategy and hands-on execution. As a Senior Team Lead, you’ll lead high-performing teams, ensuring alignment with broader business goals while delivering measurable impact. You’ll set direction, drive execution, and champion operational efficiency, all while fostering a culture of continuous growth and high performance.

This role requires a data-driven approach, where success is measured by key performance indicators (KPIs) such as team productivity, operational efficiency, quality of output, and overall business impact. You’ll be responsible for tracking and optimizing these metrics, ensuring teams not only meet but exceed their goals.

As Canva scales, change continues to be part of our DNA. But we like to think thats all part of the fun. So this will give you the flavour of the type of things youll be working on when you start, but this will likely evolve.

At The Moment, This Role Is Focused On

Lead & develop a high-performing team

• Provide mentorship, strategic guidance, and accountability to drive individual and team success
• Foster a culture of collaboration, continuous learning, and adaptability
• Track and optimize key performance metrics to ensure operational efficiency
  
  
  

Drive operational excellence & strategic execution

• Translate business goals into actionable team strategies while ensuring operational efficiency
• Identify gaps, implement process improvements, and optimize workflows to enhance productivity
• Monitor processes and analyze KPIs including service levels, customer satisfaction, and operational efficiency, to drive continuous improvement
  
  
  

Collaborate & influence for impact

• Partner with key stakeholders to align team priorities and improve overall performance
• Influence cross-functional initiatives and foster transparency across teams
• Use data-driven insights to guide strategic decisions and optimize individual and team impact
  
  
  

Youre Probably a Match If You

• Have a proven ability to set direction and drive strategic alignment, ensuring team objectives contribute to long-term business success
• Excel in optimizing operations and improving team performance, identifying efficiencies that enhance productivity and impact
• Build strong relationships and influence key stakeholders, fostering collaboration to drive shared goals and business outcomes
• Thrive in dynamic environments, quickly adapting to change, solving complex challenges, and prioritizing effectively
• Have a passion for coaching and developing leaders, empowering teams to grow, take ownership, and deliver high performance
• The skills required for this role are best suited to C/C1s or equivalent levels according to our policy
  
  
  

About The Team

Join Canvas Specialist Operations Group – the operational heartbeat of User Voice. Be the face of a platform thats beloved and utilised by over 240+ million people across the globe.

With a mission of “Every user empowered, every voice heard”, Canva’s User Voice super group is the critical interface to our most valuable partners; our users. We want to ensure that they have a flawless experience while using Canva products as we scale our way to support 1 billion users. Our teams are responsible for unlocking how we can deliver exceptional customer experience through streamlined and scalable systems, an optimized contact flow, expert support specialists, customer insights, plus tools to enable self-help such as our Help Center, Assistant and chat experience.

Were wholly dedicated to our users’ happiness - its the fuel to our fire, shaping our mornings and guiding our workdays. Each interaction is seen as a unique opportunity to foster satisfaction, cultivate loyalty, and showcase our unwavering commitment to exceptional customer service.

Were not merely in the business of offering customer service - were in the business of delivering customer delight. Were on the hunt for like-minded individuals who echo our vision for top-tier customer support experience and can seamlessly disseminate this value throughout our organisation. Join the Specialist Operations Group and become an integral voice within Canva.

What’s in it for you?

Achieving our crazy big goals motivates us to work hard — and we do — but you’ll also experience moments of connection, impact, and growth along the way.

• Equity packages — we want our success to be yours too
• Inclusive parental leave policy that supports all parents & carers
• An annual Vibe & Thrive allowance to support your wellbeing and personal growth
• Flexible leave options to recharge and be a force for good
• Exposure to global teams and cross-functional leaders as we scale toward 1 billion users
  
  
  

Other Stuff To Know

We make hiring decisions based on your experience, skills and passion, as well as how you can enhance Canva and our culture. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

We celebrate all types of skills and backgrounds at Canva so even if you don’t feel like your skills quite match what’s listed above - we still want to hear from you!

Please note that interviews are conducted virtually.

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