At a Glance
- Tasks: Provide top-notch support to our strategic customers and resolve their queries.
- Company: Join Canva, a creative powerhouse redefining design experiences.
- Benefits: Equity packages, flexible leave, and a supportive parental leave policy.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Be part of a team that empowers users and makes a real impact.
- Qualifications: Strong problem-solving skills and fluency in English plus another European language.
The predicted salary is between 31500 - 38500 £ per year.
Job Description
Join the team redefining how the world experiences design.
Hey, hello, hiya, 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.
What you’d be doing in this role
You will be a dedicated, in-region customer support team member.
Enterprise Admin Support Specialists are case managers who strongly focus on owning and resolving support tickets for our most strategic customers.
As part of a regional team, our specialists will be co-located and seamlessly integrated with the Sales and Success teams.
This will facilitate better coordination and faster resolution of customer concerns.
The selected individuals will possess expert knowledge in all Enterprise account and brand administration tasks and will be highly trained in supporting the Sales and Success teams with back-office tasks as needed.
At the moment, this role is focused on
- Manage and prioritise Enterprise support tickets across account administration, feature functionality, and platform configuration, ensuring timely resolution in line with service standards.
- Troubleshoot and resolve standard support issues by analysing root causes and applying established workflows, escalating when needed.
- Support Admins through scheduled calls to guide issue resolution, key workflows, and best practices, with clear and timely follow-up.
- Partner with Sales and CSM teams to provide technical and back-office support during onboarding and escalations, ensuring alignment on customer needs.
- Apply working knowledge of Canva enterprise features (e. g.
SSO/SCIM, Brand Kit, User Management) to resolve cases, and contribute to team knowledge through documentation updates and sharing ticket trends.
- In addition to the core responsibilities, this role will also contribute to our Strategic Pod Support program.
This initiative is designed to enhance customer retention, product adoption, and revenue expansion through targeted, high-impact support aligned with Customer Success goals.
- You're probably a match if
- You bring a strong problem-solving, clear communication, and a customer-first mindset
- You communicate clearly and confidently, adapting your approach to support both customers and internal stakeholders effectively.
- You have strong English communication skills and native-level fluency of another European Language.
- You’re comfortable troubleshooting a range of technical and account-related issues, using sound judgement to analyse problems, apply appropriate solutions, and escalate when needed.
- You build and apply working knowledge of systems like SSO, SCIM, and content management to resolve cases with increasing independence.
- You manage and prioritize your work effectively, maintaining quality while balancing multiple tasks and competing demands.
- You take a proactive, customer-focused approach, seeking to fully understand needs and drive issues through to resolution.
- You collaborate effectively with cross-functional partners, contributing to shared outcomes during onboarding, escalations, and ongoing support.
- You demonstrate ownership and accountability for your work, following through on commitments and maintaining clear communication throughout the support process.
- You’re detail-oriented and organized, ensuring accuracy and consistency across case handling and follow-up.
- You’re committed to continuous improvement, actively building your product knowledge and contributing to team learning and process improvements.
- About the Team
At Canva, our User Voice supergroup is all about creating magical experiences for our users.
With the ambitious goal to support 1 billion users, we're on the lookout for an Enterprise Admin Specialist who's passionate about providing exceptional support at scale.
We believe in empowering every user and ensuring every voice is heard.
Our team is the bridge between Canva and our users, dedicated to delivering a flawless experience with our products.
We achieve this through streamlined systems, optimized contact flows, and tools like our Help Center and chat experience.
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.
#LI-MR1
Enterprise Support Specialist in London employer: Canva
At Canva, we pride ourselves on being an exceptional employer, particularly for our Research & Data Engineer role in London. Our hybrid work model promotes flexibility, allowing you to balance remote work with in-person collaboration, fostering a vibrant and innovative work culture. With a strong focus on employee growth, you'll have the opportunity to work on cutting-edge AI projects that empower creativity worldwide, while enjoying comprehensive support for your professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Enterprise Support Specialist in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Canva. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Canva before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Enterprise Support Specialist in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Canva:Your cover letter is your chance to shine! Tell us why you want to work at Canva specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Canva!
How to prepare for a job interview at Canva
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
