Customer Experience Lead - Service Quality
Customer Experience Lead - Service Quality
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Salary Not Disclosed
1 Vacancy
Job Description
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.
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 weve created an environment that truly empowers you to thrive.
What youd be doing in this role
As Canva scales change continues to be part of our DNA. This role blends strategic leadership with hands-on execution ensuring that service quality remains exceptional while driving business transformation.
At the moment this role is focused on:
- Customer Experience Strategy
- Crafting and championing a bold vision to elevate the customer experience across every touchpoint
- Translating insights into impactful strategies that move the needle on CSAT NPS and resolution rates
- Collaborating with support product content and learning teams to deliver end-to-end service improvements
- Using performance data AI signals and customer feedback to refine and evolve our service quality approach
- Digitalisation of Quality Assurance
- Leading the digital transformation of our quality assurance function scaling Auto QA to audit thousands of tickets
- Turning automated insights into continuous improvements that delight our customers
- Driving adoption of AI solutions across service teams to boost efficiency and consistency
- Championing automation to enhance team productivity and deliver standout service moments
- Operational Excellence
- Overseeing Canvas global service quality program with a focus on consistency and scale
- Implementing streamlined processes that raise the bar on quality and digital performance
- Monitoring KPIs and service metrics to guide strategic decisions and improvements
- Talent Development & Team Empowerment
- Empowering your team with clear goals timely feedback and growth-focused coaching
- Nurturing high performance through skill development learning and inspiration
- Leading with empathy and clarity through change helping your team thrive in transformation
- Embodying Canvas Values
- Living and leading through Canvas values empowering others celebrating diversity and championing creativity
- Cultivating a safe inclusive and ambitious culture where everyone can do the best work of their lives
Youre probably a match if:
- Youve demonstrated success in improving customer experience metrics and leading large operational teams
- You have a proven track record of boosting CSAT NPS and resolution time in complex service environments. Youre operationally strong and comfortable managing quality in fast-paced high-volume support settings
- You bring extensive experience in scaling and leading high-performing diverse teams through transformation
- Your strategic analytical and leadership skills are paired with a genuine passion for nurturing talent and creating high-impact cultures
- You have a bias for action and arent afraid to roll up your sleeves to get into the detail
- Youre skilled at navigating periods of rapid growth and operational complexity and you know how to design and deploy digital strategies that solve big challenges
- Most of all youre proactive and forward-thinking always anticipating whats next and preparing your team to thrive in it
About the team
The Global User Voice Enablement Group is on a mission to delight users in every interaction with Canva by empowering every specialist to deliver outstanding support. This team plays a crucial role in ensuring Canvas knowledge base and support content remain world-class helping users find solutions independently and efficiently.
Whats in it for you
Achieving our crazy big goals motivates us to work hardand we dobut youll experience lots of moments of magic connectivity and fun woven throughout life at Canva too. We also offer a range of benefits to set you up for success both 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 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 dont feel like your skills quite match whats listed abovewe still want to hear from you!
Please note that interviews are conducted virtually.
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
Company Industry
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
