Senior Customer Service Escalation Expert

Company Description

Join the team redefining how the world experiences design.

Kamusta, 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 our hubs in Beijing and Wuhan are home to our operations in China. Our China hubs have been designed with you in mind a space for you to come together and connect with your team, both near and far. With delicious breakfast and lunch meals provided (and with plenty of snacks), youll always stay fuelled to take on the day. Zoom the Sydney team with tea and biscuit? You got it!

About the team

CJKI

Canva’s mission is to empower the world to design. With over 220 million users already on board, we have a bold vision to reach 1 billion users. The CJKI Group is dedicated to this mission, pouring our hearts and souls into driving hyperlocalization. We strive to make Canva feel like a local experience in China, Japan, South Korea, and India, ensuring that our platform resonates deeply with users in these regions.

Specialist Operations

Help and support, especially at scale, is a complex and exciting problem space. 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 selfhelp such as our Help Center, Assistant and chat experience.

Join Canvas Specialist Operations Group – the operational heartbeat of User Voice. Be the face of a platform thats beloved and utilised by over 150 million people across the globe

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 likeminded individuals who echo our vision for toptier customer support experience and can seamlessly disseminate this value throughout our organisation. Join the Specialist Operations Group and become an integral voice within Canva.

Job Description

What you’d be doing in this role

The High Sensitivity Support Service Escalation Expert will guide the growing team by means of handling critical issues and legal related concerns received via tickets or internal escalations. They will rally their specialists and ensure that we get to achieve desired results in a timely manner, while also avoiding breaches to compliance for the requests. The bigpicture goal is for Canva to remain compliant to governing laws of China.

At the moment, this role is focused on:

High Sensitivity Escalation Case Handling Phone Channel

• Upholding toptier customer service to users through fast, upbeat, and genuine responses to inquiries and feedback.
• Maintaining a high level of accuracy and efficiency in all answers and solutions to customer queries.
• Exercising patience and empathy, with a genuine desire to help our users be successful.
• Handling Legal, Privacy, Licensing, Security concerns, and Government complaints, both general and escalated from operation specialists, vendorpartner agents, and any other stakeholders.
• Taking ownership of analyzing and answering escalation tickets within the given SLA.
• Communicating urgent and critical issues directly to the China Canva legal team.
• Having an outstanding familiarity and deep understanding of our Terms of Service and policies.
• Keeping an eye on market trends and insights to craft innovative suggestions and recommendations to Coach.
• Embodying our values and waysofworking as Canva Ambassador, fullyequipped for anything and everything Canvarelated in Specialists Operations Team.

• Social Media Support

  • Engage with users across various China social media platforms (such as Xiaohongshu（RED), WeChat, Douyin, and Weibo) to provide excellent customer support and build strong relationships with the Canva community.
  • Crafting fast, upbeat, and genuine responses to user inquiries, complaints and feedback to ensure communication excellence.
  • Maintain a positive brand image by handling all customer interactions with empathy, patience, professional tone, and a genuine desire to help, acting as a brand ambassador and upholding Canva’s values in all interactions.

  • Operation Support

    • Lead collaboration by working closely with vendor partner, and other internal departments to resolve escalated issues, ensuring timely feedback to users and and improve the overall customer experience.
    • Leverage advanced product and process expertise to diagnose root causes, simplify complex or aging tickets, and take ownership of their resolution, continually ensuring that the knowledge gained from each issue enhances team processes.
    • Drive process optimization by updating process flows, macros, and knowledgebase documentation through collaboration with QA, Knowledge Management, Training, and product teams, ensuring that all learnings from escalations are captured, shared, and implemented.
    • Champion innovation and process enhancements by proactively identifying opportunities for improvement, suggesting process optimizations, and collaborating with teams to enhance the customer experience, driving Canva’s mission to make users lifelong advocates
    • Completed any ad hoc task assigned by Coach.

    • Qualifications

      What were looking for

      • 35 years of experience in customer service, with demonstrated success in relevant customer service experiences, especially on legal and government complaints escalation handling with strong skills in inbound and outbound telephone communication.
      • Mandarin Chinese as the first language, with fluent verbal and written communication skills in English, to enable effective communication with internal stakeholders.
      • Ability to assess, prioritize and take action on legal inquiries depending on the level of sensitivity.
      • Thrive in dynamic environments, confidently presenting to groups, adapting to evolving circumstances, and maintaining a customercentric focus on service and solutions.
      • Expertise in critical thinking and problemsolving, specifically to gauge and create decisions around answering or escalating concerns
      • Skilled at identifying, tracking, and escalating user issues using internal tools, and collaborating with crossfunctional teams to resolve complex inquiries.

      • Additional Information

        Whats in it for you?

        Achieving our crazy big goals motivates us to work hard and we do but youll 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.

        Heres a taste of whats 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.