Customer Service - Team Lead (For Pooling)

Join the team redefining how the world experiences design.

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. This role is encouraged to be on a hybrid setup so we've created an environment that truly empowers you to thrive.

What you’d be doing in this role

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

At the moment, this role is focused on:

• Driving Operational Excellence• Oversee daily workflows, queue management, and task allocation to ensure smooth execution and team efficiency.
• Monitor key performance metrics and ensure alignment with business goals.
• Identify opportunities to streamline processes and implement improvements that enhance the support experience.

• Leading, Coaching & Growing Your Team• Conduct regular check-ins and coaching sessions to provide feedback and support career development.
• Foster a culture of collaboration, accountability, and continuous learning.
• Facilitate training, onboarding, and skill-building initiatives to empower the team.

• Collaborating & Making an Impact• Partner with cross-functional teams to drive alignment and solve challenges.
• Adapt strategies to meet evolving business needs and optimize team performance.
• Champion open communication and knowledge sharing within the team and beyond.

You're probably a match if

• Have experience leading a team through rapid growth and change, with a strong ability to drive results and continuous improvement
• Bring expertise in managing high-performance teams—whether in customer experience, operations, or other KPI-driven industries
• Have a track record of exceeding targets and motivating teams to reach their full potential
• Possess strong leadership skills, with the ability to coach, develop, and elevate individuals at different performance levels
• Are strategic and solution-focused, with the ability to navigate complex challenges and drive efficiency
• Stay ahead of industry trends, leveraging technology, data, and best practices to optimize team performance
• Thrive in fast-paced environments, maintaining confidence and clarity when presenting to large audiences, tackling ambiguity, and making critical decisions
• Have a customer-centric mindset and a passion for creating meaningful experiences, no matter the industry you come from
• Willing to work on a 24/7 shifting schedule
• Willing to be part of our active pool for potential open roles in the next 6 months

About the team

Join Canva's Specialist Operations Group – the operational heartbeat of User Voice. Be the face of a platform that's beloved and utilised by over 220 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.

We're wholly dedicated to our users’ happiness - it's 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.

We're not merely in the business of offering customer service - we're in the business of delivering customer delight. We're 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 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.

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.