Senior Customer Service Escalation Expert
Senior Customer Service Escalation Expert
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Job Description
What youd be doing in this role
The High Sensitivity Support Service Escalation Expert will guide the growing team by means of handling critical issues and legal related concerns received via tickets or internal escalations. They will rally their specialists and ensure that we get to achieve desired results in a timely manner while also avoiding breaches to compliance for the requests. The big-picture goal is for Canva to remain compliant to governing laws of China.
At the moment this role is focused on:
High Sensitivity Escalation Case Handling - Phone Channel
- Upholding top-tier customer service to users through fast upbeat and genuine responses to inquiries and feedback.
- Maintaining a high level of accuracy and efficiency in all answers and solutions to customer queries.
- Exercising patience and empathy with a genuine desire to help our users be successful.
- Handling Legal Privacy Licensing Security concerns and Government complaints both general and escalated from operation specialists vendor-partner agents and any other stakeholders.
- Taking ownership of analyzing and answering escalation tickets within the given SLA.
- Communicating urgent and critical issues directly to the China Canva legal team.
- Having an outstanding familiarity and deep understanding of our Terms of Service and policies.
- Keeping an eye on market trends and insights to craft innovative suggestions and recommendations to Coach.
- Embodying our values and ways-of-working as Canva Ambassador fully-equipped for anything and everything Canva-related in Specialists Operations Team.
Social Media Support
- Engage with users across various China social media platforms (such as XiaohongshuRED) WeChat Douyin and Weibo) to provide excellent customer support and build strong relationships with the Canva community.
- Crafting fast upbeat and genuine responses to user inquiries complaints and feedback to ensure communication excellence.
- Maintain a positive brand image by handling all customer interactions with empathy patience professional tone and a genuine desire to help acting as a brand ambassador and upholding Canvas values in all interactions.
Operation Support
- Lead collaboration by working closely with vendor partner and other internal departments to resolve escalated issues ensuring timely feedback to users and and improve the overall customer experience.
- Leverage advanced product and process expertise to diagnose root causes simplify complex or aging tickets and take ownership of their resolution continually ensuring that the knowledge gained from each issue enhances team processes.
- Drive process optimization by updating process flows macros and knowledge-base documentation through collaboration with QA Knowledge Management Training and product teams ensuring that all learnings from escalations are captured shared and implemented.
- Champion innovation and process enhancements by proactively identifying opportunities for improvement suggesting process optimizations and collaborating with teams to enhance the customer experience driving Canvas mission to make users lifelong advocates
- Completed any ad hoc task assigned by Coach.
Qualifications :
What were looking for
- 3-5 years of experience in customer service with demonstrated success in relevant customer service experiences especially on legal and government complaints escalation handling with strong skills in inbound and outbound telephone communication.
- Mandarin Chinese as the first language with fluent verbal and written communication skills in English to enable effective communication with internal stakeholders.
- Ability to assess prioritize and take action on legal inquiries depending on the level of sensitivity.
- Thrive in dynamic environments confidently presenting to groups adapting to evolving circumstances and maintaining a customer-centric focus on service and solutions.
- Expertise in critical thinking and problem-solving specifically to gauge and create decisions around answering or escalating concerns
- Skilled at identifying tracking and escalating user issues using internal tools and collaborating with cross-functional teams to resolve complex inquiries.
Additional Information :
Whats in it for you
Achieving our crazy big goals motivates us to work hard - and we do - but youll 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.
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.
Please note that interviews are conducted virtually.
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
