CJE Knowledge Management Specialist

What youll do

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.

At the moment this role is focused on:

Crafting help content that supports people and powers systems

Youll create clear consistent and user-friendly content for both people and AI systems across multiple surfaces:

• For our users: Create Help Center articles and chatbot content for Ask Canva that help people resolve issues on their own.
• For our specialists: Knowledge base articles chat/email macros and structured workflows that support specialists.
• For our AI systems: Write and structure content that powers Ask Canva and Canvas latest internal AI Copilotlike workflow logic and prompt design.

Youll apply UX writing principles to ensure everything you write is easy to read find and act onwhether its being surfaced by a human or an AI tool.

Collaborating across teams to shape great content

Youll work closely with partners across product engineering support training and quality (just to name a few!) to ensure our content is accurate scalable and aligned with Canvas goals.

• Gather insights ask the right questions and bring clarity to complex topics.
• Contribute content expertise to shared projects launches and ongoing initiatives.
• Communicate clearly throughout the content lifecyclesharing timelines progress blockers and decisions along the way.

Keeping content operations running smoothly

Youll help ensure that our support content remains relevant consistent and highquality day in and day out.

• Balance quick-turnaround requests with longer-term content projects.
• Contribute to content QA and knowledge maintenance to uphold clarity and accuracy across every surface.

Qualifications :

What were looking for

• Youre a Knowledge Management Specialist or Content Designer with a proven track record of solving complex problems ideally in the tech or SaaS industry. You bring 12 years of experience in knowledge architecture content design UX writing or knowledge management.
• Mandarin Chinese is your first language and youre fluent in both spoken and written English and Japanese.
• Youre a versatile writer who can move effortlessly between how-to guides macros chatbot responses support documentation and internal knowledge base content. You understand how to write for both humans and AI structuring content for clarity action and scalability.
• Youve got incredible AI UX writing skills and are a stickler for brand voice consistency and style.
• Youre interested in the interplay of support processes systems and operations and how content can improve them. Previous work that demonstrates a solid understanding of service design is a bonus.
• Youre comfortable using AI tools in your workflow and understand how to design content that supports machine learning and automation.
• Youre comfortable working with AI tools and writing content for both systems and people. Youre curious about how AI can scale support experiences and are confident designing structured content that powers automation.
• Youre excited by the opportunity to contribute to a rapidly growing and critical function of Canva and recognize the impact that can come from improving the experience for our external and internal users.
• You know how to work independently but you also love collaborating with people from different disciplines and sharing the power of content design.
• Youve got a good balance between big-picture thinking and nailing the details.
• Youre not afraid of complex problems in fact thats where you thrive.
• You know how to get buy-in from key stakeholders. If youve got a track record of bringing people on the journey with you they know whats changing and why itd be a big plus.
• You like to move quickly and arent afraid of fast growth and rapid change. Canva is growing faster than you can imagine which means solutions that worked 6 months ago might break. Youre up for that challenge.
• You know how to prioritize ruthlessly and handle responsibilities for a wide number of projects focusing your attention on the areas that matter most.

Additional Information :

What the candidate will learn and how will they develop at Canva

• The opportunity for growth is huge creating company-wide solutions and seeing them through long-term. Content design is still new in this part of User Voice so your work will have a massive impact.
• Youll be able to work in a fast-moving environment and see how your ideas work at scale.
• We want this to be a mutually rewarding relationship so well support your growth and development throughout your time at Canva.

Remote Work :

Yes

Employment Type :

Full-time