Customer Service Operations Expert (Spanish)

Join the team redefining how the world experiences design.

Hey gday mabuhay kia ora 你好 hallo vítejte hola!

Thanks for stopping by. We know job descriptions can feel a bit formulaic sometimes but we promise Canva is anything but. If youre drawn to what were building and you see yourself in this role wed love to hear from you.

Where and How You Can Work

This role is based in our Manila office one of Canvas key global hubs and the home of our Specialist Operations team. We believe in working where you do your best thinking and our team supports flexible arrangements while staying connected to a high-energy collaborative space.
 

What Youd Be Doing in This Role

Canvas Specialist Operations Group is on a mission to deliver world-class support to every user in every language on every device. The Multilingual Team sits within our High Sensitivity and Escalations subgroup we handle the complex the sensitive and the urgent for users who need help in their own language. As a CPSET Spanish Expert youll be the calm capable presence Spanish-speaking Canva users turn to when things get complicated.

This isnt a routine support role. Youll own escalated tickets end-to-end support users across email chat and phone and help shape how the team works from improving processes to sharpening our translation tooling. Youll be part of setting the standard for what multilingual support at Canva actually looks like.

At the moment this role is focused on:

• Owning escalated email chat and phone support tickets from Spanish locales in Zendesk end-to-end bugs incidents and everything in between
• Providing phone support and language interpretation between Spanish-speaking users and CPSET reps building toward independent call ownership as training expands
• Digging into the why behind recurring issues and helping the Multilingual Team find smarter faster ways of working
• Evaluating translation tool output and flagging improvement opportunities to sharpen the quality of Canvas Spanish-language support
• Partnering with teammates across the High Sensitivity and Escalations subgroup to make sure no Spanish-speaking users issue falls through the cracks

Youre Probably a Match If:

• Your Spanish is at CEFR B2 level or above you can handle a live natural conversation with an upset user on a phone call without leaning on scripted phrases and you can read and write with enough precision to own complex support tickets end-to-end
• Youre fluent in English too with strong cross-cultural communication instincts
• Youve worked in a customer support escalations or service-recovery role before ideally with ticketing tools like Zendesk and youre energised rather than drained by complex cases
• You have a translators eye for language nuance and quality which makes you well placed to evaluate and improve automated translation output
• Youre comfortable in ambiguity and have a bias toward ownership you dont wait to be told how to fix something
• Youre genuinely collaborative and curious about process not just following it but improving it

About the Team

The Multilingual Team is part of Canvas High Sensitivity and Escalations subgroup within Specialist Operations. Were a group of service escalation experts who support non-English speaking users through their most complex product moments. We care about doing this well with precision empathy and a genuine belief that great support in someones own language can turn a frustrating experience into a reason to stay a Canva user for life.

Whats in It for You

Canva has grown hugely over the last few years but were only just getting started. Heres a taste of whats on offer:

• Equity packages so you share in Canvas success
• 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

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 above we still want to hear from you!

Please note that interviews are conducted virtually.

Remote Work :

No

Employment Type :

Full-time