Senior Enterprise Support - APJ
Job Description
About the Group/Team
Help and support is a complex and exciting problem space, especially at scale. With a mission of “Every user empowered, every voice heard”, Canva’s User Voice super group is the critical interface to our most valuable partners: our users. We want to ensure 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.
About the Role/Specialty
The Senior Enterprise Support role presents a unique opportunity to lead an in-region customer support team focused on delivering exceptional service to Enterprise Admins. This is far from a standard team management position—it demands a dynamic, player-coach leader who can seamlessly balance expert case management with strategic team development and leadership.
In this role, you will drive strong engagement within your team and ensure alignment with broader company goals. You’ll work closely with Sales & Success leadership on the ground, collaborating regularly to uncover opportunities for improved support and service delivery to APJ Region Sales Assisted Admins/Owners. A core aspect of this position involves identifying and implementing strategies to increase engagement and operational effectiveness, ensuring seamless, high-quality support for Enterprise customers while continually seeking new ways to enhance the overall customer experience.
Seamless collaboration with cross-functional teams, particularly Sales, Success, Product, and User Voice (UV), is essential in this role. Close integration with these teams allows for sharing real-time insights and developing coordinated strategies to improve support services and customer outcomes. The ability to leverage the knowledge and expertise from various departments enables the Enterprise Admin Specialist Lead to provide more holistic, comprehensive solutions to Enterprise Admins, fostering an environment of continuous improvement. This collaboration is crucial for aligning cross-functional efforts and ensuring that the evolving needs of Enterprise customers are met effectively. By maintaining strong partnerships with these teams, the Lead plays a pivotal role in ensuring that all facets of Enterprise support and product development are in sync, ultimately driving better customer satisfaction and operational success.
Building and maintaining strong relationships with Sales & Success teams will strengthen our support infrastructure and drive success in the APJ region. You’ll lead initiatives to improve support quality, proactively identify service gaps, and address the evolving needs of Enterprise Admins, all while ensuring your team stays aligned with business objectives and growth targets.
As a hands-on leader, you will actively manage and resolve support tickets, coach your team on best practices, and ensure consistent, high-level performance. This role requires close integration with Sales & Success teams to ensure coordinated efforts and quicker resolution of customer issues.
The Sr. Enterprise Support will bring advanced Enterprise account management and administration expertise. You’ll provide guidance and leadership to your team, offering dedicated support to Enterprise Admins while effectively handling back-office tasks in collaboration with Sales and success teams.
Specialized knowledge in areas such as Single Sign-On (SSO) and SCIM, Brand Kit, Content Management, Learning Tools Interoperability (LTI), Apps & Integrations, Offline Billing, User Management, and Data Visualization (Flourish), along with any future features or offerings, will be critical for success in this role.
What you’ll do (responsibilities)
As the Sr. Enterprise Support you will:
- Take an active role in managing and resolving support tickets, ensuring timely and effective solutions for customer issues.
- Lead by example, being available for scheduled phone or Zoom calls, and guiding the team in addressing and quickly resolving customer concerns.
- Work collaboratively with Product and other cross-functional teams to drive improvements in the Enterprise experience, ensuring that feedback is integrated into product development and service enhancements.
- Foster strong collaboration and teamwork across the Enterprise Admin Specialists, Sales, Success, Enablement, and User Voice teams, ensuring a seamless flow of communication and problem-solving.
- Stay updated on the latest company tools, features, and functionalities, and mentor your team on technical best practices to ensure a high level of expertise.
- Demonstrate versatility and adaptability, stepping into different roles as needed and showing initiative in tackling new challenges.
- Oversee daily operations, ensuring the team provides top-notch service during business hours or during hours that best support strategic customers.
- Facilitate regular communication within the team to boost efficiency, promote synergy, and continuously improve the customer service experience.
- Create an environment of growth and development by encouraging team members to master new tools, features, and best practices, helping them advance in their roles and contribute to the team’s success.
Qualifications
What we're looking for
We’re seeking a dynamic leader with a solid technical background who can guide their team in resolving complex cases and fostering a positive, collaborative work environment. You should be able to mentor and coach team members effectively, creating a culture of growth and development. Demonstrated teamwork and collaboration skills are essential, as is the ability to work closely with the Sales and Success teams to drive results.
- We need someone who embodies the player-coach mentality—not just a manager, but an active participant, ready to step in and get hands-on with problem-solving, including managing and resolving support tickets when needed.
- You should excel at tackling complex issues directly and be willing to adapt and step up whenever required to meet customer needs.
- We’re looking for someone who can build strong partnerships across teams, working seamlessly with Sales, Success, and other departments to harmonize efforts and ensure a unified approach.
- A deep understanding of customer needs is critical, as is your ability to create a positive, impactful experience for users.
- Excellent communication skills are a must. We need someone who can articulate ideas clearly and with empathy, both in customer interactions and within the team. Open, empathetic communication is central to how we operate.
- If you're someone who thrives in a fast-paced, ever-changing environment and can adapt quickly while maintaining a proactive approach, you’ll be a perfect fit. We value leaders who are not only self-starters but also inspire their team to keep learning and improving.
- If you have a passion for teaching and promoting continuous development, this role is for you.
