Manage and prioritize Enterprise Admin 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.
Strategic Pod Support Responsibilities
As part of this program, the Enterprise Admin Specialist will:
Participate in Pod Support workflows by managing and resolving tickets aligned to strategic customer accounts.
Collaborate with Customer Success Managers (CSMs) and Implementation Managers (IMs) to ensure support interactions contribute to retention and expansion opportunities.
Surface recurring customer issues, friction points, and feature requests to the Pod Support Consultant and cross-functional stakeholders.
Contribute to improving documentation and internal workflows that support the Pod model.
Help identify customers at risk of churn based on support interactions and escalate these insights to the appropriate teams.
Maintain awareness of Pod-specific processes and metrics, ensuring support actions are aligned with Net Dollar Retention (NDR) goals.
Provide feedback on what's working or needs refinement to continuously improve the Pod Support experience.
The primary responsibility for leading the program's strategy, process development, and reporting lies with the Pod Support Consultant, but this role plays a key part in execution-delivering proactive, friction-reducing support for our most strategic customers.
Requirements
We're looking for someone who brings strong problem-solving, clear communication, and a customer-first mindset, and can operate with a high level of ownership in a fast-paced support environment.
You communicate clearly and confidently, adapting your approach to support both cust
Additional Information
Join the team redefining how the world experiences design.
Hello, 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 office is in Sydney, Australia, but we've made our way from down under, to Austin. We offer flexibility in how and where you work. This role observes a hybrid model and requires 3 days per week in our Austin office.
About the Group/Team
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 self-help such as our Help Center, Assistant and chat experience.
About the Role/Specialty
This role is for a dedicated, in-region customer support team specifically tailored for Enterprise Admins. The Enterprise Admin Specialists are case managers who strongly focus on owning and resolving support tickets. They are available for scheduled phone or zoom calls to address customer issues expediently.
As part of these regional teams, 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.
The role will provide specialized expertise in Single Sign-on and SCIM, Brand Kit, Content Management, Learning Tools Interoperability, Apps & Integrations, Offline Billing, User Management, Data Visualization (Flourish) and any other future features or offerings,
Canva · Austin