Senior Social Media User Insights Expert

What youd be doing in this role

As Canva scales change continues to be part of our DNA. But we like to think thats all part of the fun. So this will give you the flavour of the type of things youll be working on when you start but this will likely evolve.

Were looking for passionate people with a hunger to empower and support Canva users. We need someone who loves challenges just as much as we do and open and adaptable to a company as dynamic as Canva. Do you want to work within a cross-cultural customer focused organisation If your answers yes then we would love to hear from you!

Social Media Close The Loop Management

• Monitor and triage public opinions from major Chinese social media platforms (e.g. XiaohongshuRED) WeChat Douyin and Weibo) for any comments posts and mentions of Canva or its products/services. Proactively gather user insights from social media channels to identify trends pain points and feature requests.
• Manually source and analyze unstructured feedback across diverse online spaces to ensure comprehensive authentic insights. Synthesize complex data into clear visual reports that contextualize feedback highlight user needs and guide product decisions.
• Manage and engage with users across various China social media platforms to provide excellent customer support and build strong relationships with the Canva community.
• Maintain a positive brand image by ensuring all customer interactions with empathy patience professional tone and a genuine desire to help. Understanding the nuances of each social media channel to tailor responses and engagement style appropriately.
• Embodying our values and ways-of-working as Canva Ambassador fully-equipped for anything and everything Canva-related in Specialists Operations Team.
• High Sensitivity Escalation Case Handling Support - Phone Channel
• Serve as the escalation point for any urgent or high sensitivity user issues feedback and inquiries by using internal tools to ensure timely follow-up and resolution.
• Handling Legal Privacy Licensing Security concerns and Government complaints both general and escalated within Specialists Operations Team.
• 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.
• Operation Support
• Lead cross-functional collaboration by working closely with engineers product teams and other 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 social media management user research community moderation or social listening.
• Strong expertise in Chinese social media platforms and an intuitive grasp of how users express feedback in those ecosystems.
• Excellent analytical and synthesis skills able to draw insights from unstructured feedback and distill them into compelling action-oriented recommendations.
• Mandarin Chinese as the first language with fluent verbal and written communication skills in English to enable effective communication with internal stakeholders.
• Strong skills in inbound and outbound telephone communication.
• 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