Senior Technical Support Specialist - Data Studio

Join the team redefining how the world experiences design.

Kamusta, hey, g'day, mabuhay, kia ora, 你好, hallo, vítejte!

Thanks for stopping by. We know job hunting can be a little time consuming and you're probably keen to find out what's on offer, so we'll 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. Whether your role needs you in the office, at home or a bit of both, we've created an environment that truly empowers you to thrive.

What you’ll do (responsibilities)

• Act as the primary contact for escalated issues related to our Data Studio product suite, coordinating with various teams for resolution.
• Ensure timely resolution of tickets, liaising with engineering and product teams as needed.
• Maintain high product literacy to diagnose and resolve complex user concerns.
• Coordinate with customer support enablement (i.e. Quality Assurance, Customer Learning, Knowledge Management, etc.) for process/product updates and knowledge dissemination.
• Update process flows and knowledge-base documentation, incorporating feedback from peers and experts.
• Provide insights on escalated tickets to the broader User Voice teams.
• Act as a mentor for training sessions to upskill specialists.

What we're looking for

• Extensive experience in supporting spreadsheets and / or data visualization products.
• Customer-centric mindset with a focus on improving customer satisfaction.
• Proven track record of meeting targets and strong time management skills.
• Strategic thinker with excellent problem-solving skills and resourcefulness.
• Excellent verbal and written communication skills for effective customer and stakeholder communication.
• Ability to handle pressure, present to large groups, and deal with ambiguity.
• Strong sense of ownership, committed to team success and company mission.

About the team

Canva’s Customer Happiness team are the face of a platform used by millions of people every day. With millions of active users, we strive to make each and every customer happy. The team interacts with our users to provide and process information in response to inquiries, concerns and requests about Canva and its features. Customer happiness is what gets us up in the morning! Our aim is to provide excellent customer service and to promote this idea throughout the organisation. 

What's in it for you?

Achieving our crazy big goals motivates us to work hard - and we do - but you'll experience lots of moments of magic, connectivity and fun woven throughout life at Canva, too. We also offer a stack of benefits to set you up for every success in and outside of work.

Here's a taste of what's on offer:

- 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, social connection, office setup & more
- Flexible leave options that empower you to be a force for good, take time to recharge and supports you personally

Check out lifeatcanva.com for more info.

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.

Please note that interviews are conducted virtually.