Enterprise Customer Support Specialist

Canva

Sydney

5 days ago

Sydney

5 days ago

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Enterprise Customer Support Specialist

Canva is hiring an Enterprise Customer Support Specialist for its Sydney campus in a hybrid role. This position focuses on managing support tickets for strategic enterprise customers, collaborating with Sales and Customer Success teams, and providing expert assistance on account administration and platform configuration. Native-level German fluency is required.

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Hybrid

Full-time

Mid Level

SSO

SCIM

Salary

Not specified

Work Location

Sydney, New South Wales, Australia, AU

Work Model

Hybrid: choice in where and how you work, our flagship campus is in Sydney

Employment Type

Full-time

Experience Level

Entry level

Core Qualifications

Technical (Must-have)

SSOSCIMcontent managementtroubleshootingroot cause analysisescalation management

Soft Skills

problem-solvingclear communicationcustomer-first mindsetadaptabilityownershipaccountabilitydetail-orientedcollaborationcontinuous improvementtime management

Key Responsibilities

•Manage and prioritise Enterprise support tickets across account administration, feature functionality, and platform configuration, ensuring timely resolution in line with service standards.
•Troubleshoot and resolve standard support issues by analysing root causes and applying established workflows, escalating when needed.
•Support Admins through scheduled calls to guide issue resolution, key workflows, and best practices, with clear and timely follow-up.
•Partner with Sales and CSM teams to provide technical and back-office support during onboarding and escalations, ensuring alignment on customer needs.
•Apply working knowledge of Canva enterprise features (e.g. SSO/SCIM, Brand Kit, User Management) to resolve cases, and contribute to team knowledge through documentation updates and sharing ticket trends.
•Contribute to our Strategic Pod Support program to enhance customer retention, product adoption, and revenue expansion.

Enterprise Customer Support SpecialistCustomer ServiceSoftware DevelopmentHybridGermanSSOSCIMCanvaSydneyFull-time

Key Responsibilities

•Manage and prioritise Enterprise support tickets across account administration, feature functionality, and platform configuration, ensuring timely resolution in line with service standards.

•Troubleshoot and resolve standard support issues by analysing root causes and applying established workflows, escalating when needed.

•Support Admins through scheduled calls to guide issue resolution, key workflows, and best practices, with clear and timely follow-up.

•Partner with Sales and CSM teams to provide technical and back-office support during onboarding and escalations, ensuring alignment on customer needs.

•Apply working knowledge of Canva enterprise features (e.g. SSO/SCIM, Brand Kit, User Management) to resolve cases, and contribute to team knowledge through documentation updates and sharing ticket trends.

•Contribute to our Strategic Pod Support program to enhance customer retention, product adoption, and revenue expansion.