Service Escalation Expert Affinity

About Canva

At Canva we create tools that empower the world to design. Our mission is to democratise design and empower creativity for anyone and everyone on every platform! Inspired by a team of talented thinkers an amazing culture and remarkable growth trajectory were out to change the world one design at a time.

Since launch in August 2013 we have grown exponentially amassing over 190 million monthly active users across 190 different countries who have created more than four billion designs. We are one of the worlds fastest-growing technology companies and have only achieved about one percent of what we hope to do! 

About the team

CJKI

Canvas mission is to empower the world to design. With over 220 million users already on board we have a bold vision to reach 1 billion users. The CJKI Group is dedicated to this mission pouring our hearts and souls into driving hyperlocalization. We strive to make Canva feel like a local experience in China Japan South Korea and India ensuring that our platform resonates deeply with users in these regions.

Specialist Operations

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 self-help such as our Help Center Assistant and chat experience.

Join Canvas Specialist Operations Group the operational heartbeat of User Voice. Be the face of a platform thats beloved and utilised by over 150 million people across the globe

Were wholly dedicated to our users happiness - its the fuel to our fire shaping our mornings and guiding our workdays. Each interaction is seen as a unique opportunity to foster satisfaction cultivate loyalty and showcase our unwavering commitment to exceptional customer service.

Were not merely in the business of offering customer service - were in the business of delivering customer delight. Were on the hunt for like-minded individuals who echo our vision for top-tier customer support experience and can seamlessly disseminate this value throughout our organisation. Join the Specialist Operations Group and become an integral voice within Canva.

About Affinity

For creative by creatives: We are Affinity the rebels of the creative world who have made it our mission to disrupt the status quo of traditional photo editing and design software because creatives deserve better.

Next-generation pro photo editing page layout graphic design and illustration: Lightning-fast powerful and optimised to work with the very latest desktop computers and iPads Affinity Designer Affinity Photo and Affinity Publisher have already become the go-to creative apps of more than four million designers artists photographers and other professionals around the world. Our software has even picked up some of the industrys most prestigious awards including Apples App of the Year.

Joining forces to make an even bigger impact: In a plot twist fit for an M. Night Shyamalan movie we joined the Canva family in spring 2024. This partnership is helping us turbocharge our growth so we can bring our pro-level tools to millions more creatives across the globe.

Where and how you can work

Our flagship campus is in Sydney Australia but our hubs in Beijing and Wuhan are home to our operations in China. Our China hubs have been designed with you in mind - a space for you to come together and connect with your team both near and far. With delicious breakfast and lunch meals provided (and with plenty of snacks) youll always stay fuelled to take on the day. Zoom the Sydney team with tea and biscuit You got it!  

What youd be doing in this role

As Canva & Affinity scales change continues to be part of our DNA we like to think thats all part of the fun though. Weve provided a breakdown of the type of things youll be working on when you start but this will likely evolve.

• We are seeking an experienced Customer Service Operations Expert to be the first member to handle Affinity related customer service in China. This role is critical in ensuring we deliver exceptional service to our customers while continuously identifying opportunities to improve products processes and systems.

At the moment this role is focused on:

CRAFT

• Point of contact for handling Affinity product related user inquiries. Should be able to acknowledge the concern and provide initial feedback on actions that will be taken and/or the expected time to resolve it.
• Point of contact for Affinity user feedback/inquiries/complaints from social media/government regulators including but not limited to WeChat community App Store Douyin 12315 and 12345; should be able to respond to concerns with professional and appropriate communication in a timely manner and resolve complaints to avoid negative effects to our brand image.
• Expected to use advanced troubleshooting product and process knowledge to diagnose root causes and take appropriate steps to resolve reported issues.
• Uses advanced level of product literacy to resolve complex and unique issues; collaborates with the engineers and product managers to provide the most relevant resolution; brings proven experience and consults with the product teams to define needs or problems conducts research performs studies and surveys to obtain data whenever needed and analyzes problems to advise and make recommendations.
• Responsible for ensuring that his/her product/process knowledge is up-to-date and is at the subject matter expert level at all times. This can be done by attending training and meetings reviewing Slack channels and emails containing updates related to Affinity processes which directly impact Service Operations processes.

STRATEGY

• Responsible for taking ownership of the issues resolution if and when these will involve following up with the engineers/legal/other departments and providing feedback to the stakeholders.
• Responsible for updating escalated process flows knowledge-base documentation and macros. Collaborates with the POCs from the other teams to ensure that overlapping issues and/or processes are smoothed out. Documents and relays critical user issues to engineering/product manager and drives for effective resolutions
• Identify core product issues and escalate to corresponding teams for sooner fix via incident management process by participating as the Customer Representative (CR) (Responsible for comms to and by customer-facing teams)
• Collects feedback from peers (co-SEEs QAs KMs etc.) and experts in engineering product management and coaches; works with program leads in identifying actionable items and designing action plans relevant to the information gathered.

COMMUNICATION

• Accountable for updates coming from engineers/product team and are responsible for understanding and raising potential concerns that may arise based on process/product updates.
• Works with UV QA and KM to align knowledge on process/product updates; accountable for ensuring that process/product updates are cascaded to Service Operations vendor partners and marketing team.
• Relays to Service Operations lead observations and findings on customer service tickets which can be either best practices or coaching opportunities for service operations. Ensures that proper follow-up actions are done.
• Relays to QA and KM team trends and insights on escalations based on data at hand while also proactively providing suggestions and recommendations to mitigate them.
• Accountable for coordinating with UV QA team to drive Close The Loop of known issues and trending issues

LEADERSHIP

• Assists specialists in solving complex problems and provides training and mentorship. Uses advanced problem-solving and collaboration skills to build trust with clients and a high level of expertise to provide the requested solutions.
• Proactively communicates ideas that can improve Service Operations processes that will support Canva & Affinitys mission of ensuring flawless user experience which aims to make users fans for life.
• Assists service operation lead in identifying and fixing internal system/tool issues
• Assists service operation lead in other ad-hoc requests when needed

Qualifications :

What were looking for

Background & Years of Experience

• At least 1 years experience in Email chat or voice customer service in China local market (preferably in a software or web app technical support account)
• Strong knowledge foundation in photo editing page layout graphic design and illustration.
• Hands-on experience with Affinity products (Vector - Graphic design Pixel - Photo editing Layout -Page Layout design) or strong proficiency in Adobe Illustrator Photoshop and InDesign. Prior experience with Canva is highly preferred.
• Solid understanding of design workflows and best practices for print and digital media.

Skills/Competencies/Preferences

• Customer service orientation and customer-centric mindset.
• Ability to think strategically and solve problems and/or be resourceful in finding answers/solutions to problems.
• Proven track record for meeting and exceeding targets results-driven and goal-oriented. Excellent reliability.
• Strong communication skills and be able to adapt communication styles in different scenarios
• Exemplary time management skills which enable efficient prioritization of multiple tasks at hand.
• Team player committed to team success and company cross-functional teams to resolve complex inquiries.
• This role involves close collaboration with global teams. English may be used as a working language. Candidates with English communication skills will be considered a plus.
• Grace under fire: ability to present in front of large groups deal with ambiguity and demonstrate composure in stressful situations.
• Is flexible and able to adapt well to evolving product and new rollouts changing situations/schedule and always open to trying alternative solutions

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.

Remote Work :

Yes

Employment Type :

Full-time