Enterprise Admin Specialist - North America NA

Join the team redefining how the world experiences design.

Hey gday mabuhay kia ora hallo vtejte!

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.

About the Team

Help and support especially at scale is a complex and exciting problem space. With a mission of Every user empowered every voice heard Canvas 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.

About the Role

This role is for a dedicated inregion 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 colocated 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 backoffice tasks as needed.

The role will provide specialized expertise in Single Signon 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

Admin Support Specialist Queue Responsibilities

• Provide highquality dedicated support to Enterprise Admins by expertly managing prioritizing and resolving complex support tickets related to account administration feature functionality and platform configuration. Ensure all interactions meet or exceed defined service standards and align with the needs of strategic customers.
• Schedule and conduct scheduled Zoom or phone calls with Admins to troubleshoot issues provide live support and guide them through key workflows and best practices. Ensure timely followup and resolution while maintaining a high level of professionalism and customer empathy.
• Partner closely with Sales and Customer Success Managers (CSMs) by offering backoffice and technical support across key moments in the customer lifecycleincluding onboarding renewals and escalationsensuring support plays a role in driving retention and product adoption.
• Build and maintain deep expertlevel knowledge of Canvas core enterprise tools and systems including:
  • Single Signon (SSO) and SCIM for secure access and user provisioning
  • Brand Kit for visual identity consistency
  • Content Management and template workflows
  • Learning Tools Interoperability (LTI) for education integrations
  • Apps & Integrations for crossplatform compatibility
  • Offline Billing and invoicing processes
  • User Management for largescale team administration
• Support process innovation by identifying inefficiencies in daytoday operations and recommending improvements to documentation workflows and tools that enhance team productivity and customer experience.
• Take initiative during lower ticket volume periods by contributing to internal projects knowledge base updates peer enablement and Pod Support program improvementsdemonstrating ownership and a growth mindset.
• Deliver support services primarily during local business hours while maintaining flexibility to align with the availability and peak engagement windows of strategic customers to ensure timely and effective support delivery.
• Maintain consistent communication and alignment with the colocated Sales and Success teams to share trends insights and status updates. Participate in team syncs case reviews and collaborative problemsolving to strengthen crossfunctional effectiveness and the overall customer experience.

Strategic Pod Support Responsibilities

In addition to the core responsibilities of providing highquality regionally focused support to Enterprise Admins 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 highimpact support aligned with Customer Success goals.

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 crossfunctional 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 Podspecific processes and metrics ensuring support actions are aligned with Net Dollar Retention (NDR) goals.
• Provide feedback on whats working or needs refinement to continuously improve the Pod Support experience.

The primary responsibility for leading the programs strategy process development and reporting lies with the Pod Support Consultant but this role plays a key part in executiondelivering proactive frictionreducing support for our most strategic customers.

What were looking for

Were looking for a skilled enterprise admin support specialist who can handle complex problems and create a positive impact. Youll need specialized technical knowledge a proactive approach and the ability to empathize and understand customers needs. Youll also need a keen eye for detail and the willingness to learn about intricate processes like Single SignOn Content Management and Offline Billing.

But were looking for more than technical skills. We want someone with a real team spirit and the ability to collaborate effectively with Sales & Success teams. Flexibility is also crucial as we need someone to adapt to ensure customers receive premium support. Lastly persistence and positivity in the face of challenges are essential traits for success in our team.

• Got those topnotch communication skills Youll fit right in as we prioritize clear and empathetic communication with our customers and amongst our team.
• The ability to speak another language (beyond English) is part of the role. We are looking for team members who speak either Spanish or Portuguese at a fluent level.
• A knack for tech is a musthave. Working with services like Single SignOn and SCIM will be integral to what we do.
• Are you an expert puzzle solver Great! We often encounter complex customer problems that require creative and efficient solutions.
• Our environment is fastpaced. If youre someone ready to adapt on the fly when changes or new demands pop up youre just what were looking for.
• We are all about the customer. If youve got a mindset focused on understanding and exceeding customer expectations youll be a perfect addition to our team.
• Were not just colleagues; were a team. Wed love to welcome you aboard if youre ready to contribute to a healthy team dynamic.
• Ready to take the initiative We cant wait to see your inner selfstarter shine through as you complete tasks with minimal supervision.
• Youll thrive here if you are an ace at wearing multiple hats and prioritizing on the go. Our environment often requires the efficient management of various tasks at once.
• Eager to learn and grow Perfect! We believe that continuous learning accelerates individual development and fuels our collective success. Be ready to upgrade your skills and stay updated with the latest in our products and services well support you all the way!
• Disclaimer for internal candidates: The skills required for this role are best suited to E2/E3s or equivalent levels according to our policy

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 dont feel like your skills quite match whats listed above we still want to hear from you!

Please note that interviews are conducted virtually.

Remote Work :

Yes

Employment Type :

Fulltime