Subject Matter Expert Escalations 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. You will also be supporting customers all over the world so this role will require a 24/7 shifting schedule.

What You’d Be Doing In This Role

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

• Acting as the primary escalation point for complex or high-impact tickets handled by Customer Service Specialists, vendor partners, and Community Managers — ensuring no user issue falls through the cracks.
• Driving timely, high-quality resolutions by partnering closely with Engineering and Product teams, balancing urgency with realistic delivery timelines.
• Taking end-to-end ownership of escalated issues — proactively following up across teams, unblocking dependencies, and keeping users informed every step of the way.
• Simplifying and clarifying complex or aging tickets to identify root causes and move issues to clear, final resolution.
• Applying deep product and process expertise to diagnose underlying problems and implement effective, scalable solutions.
• Serving as the go-to point of contact for product updates, changes, and related concerns, translating technical detail into clear guidance for Customer Service teams.
• Partnering with QA and L&D to align on process and product updates, and cascading knowledge in a way that builds specialist capability and confidence.
• Maintaining and improving customer service process flows, knowledge base documentation, and macros to ensure accuracy and usability.
• Gathering insights from SMEs, QA, Engineering, Product Managers, and Leads to continuously improve knowledge articles and internal resources.
• Relaying critical user issues and post-QA bugs to Engineering and Product teams, ensuring user voice directly informs product improvements.
• Sharing trends, insights, and coaching opportunities from escalations with Customer Service Operations Leads, Squad Leads, and Trainers to uplift team performance.
• Acting as a mentor and back-up trainer, supporting competence transfer and upskilling specialists through hands-on partnership.
• Maintaining subject matter expert-level knowledge across product and processes, staying ahead of changes and updates.
• Proactively identifying and communicating ideas that improve service processes and contribute to Canva’s mission of delivering a seamless, fan-worthy user experience.
  
  
  

Youre probably a match if

• You have a strong track record of consistently meeting or exceeding targets, with excellent reliability and attendance.
• You’re highly organised, with exceptional time management skills and the ability to prioritise multiple complex tasks effectively.
• You bring deep knowledge of Customer Service operations and enablement functions.
• You think strategically and approach challenges with a resourceful, solution-oriented mindset.
• You’re an exceptional communicator — confident engaging with cross-functional stakeholders and skilled at cascading information clearly and effectively.
• You demonstrate composure under pressure, are comfortable presenting to large groups, and can navigate ambiguity with confidence.
• You’re genuinely customer-obsessed, with a strong service mindset and passion for delivering great user experiences.
• You approach problems proactively and creatively — always looking for smarter, more scalable ways to improve workflows and outcomes.
• You take strong ownership of your work and are deeply motivated by contributing to your team’s success and Canva’s broader mission.
  
  
  

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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