Enterprise Customer Support Team Lead

Join the team redefining how the world experiences design. Hiya, g'day, mabuhay, kia ora, 你好, hallo, bonjour, vítejte! Thanks for stopping by. We know job hunting can be a little time consuming and you're probably keen to find out what's on offer, so we'll get straight to the point. Where and how you can work The buzzing Canva London campus features several buildings around beautiful leafy Hoxton Square in Shoreditch. While our global headquarters is in Sydney, Australia, London is our HQ for Europe, with all kinds of teams based here, plus event spaces to gather our team and communities. You'll experience a warm welcome from our Vibe team at front of house, amazing home cooked food from our Head Chef and a variety of workspaces to hang out with your team mates or get solo work done. That said, we trust our Canvanauts to choose the balance that empowers them and their team to achieve their goals and so you have choice in where and how you work. About the team Help and support, especially at scale, is a complex and exciting problem space. 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 that they have a flawless experience while using Canva products as we scale our way to support 1 billion users. Our team is 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. We are the operational heartbeat of User Voice. Each user interaction is seen as a unique opportunity to foster satisfaction, cultivate loyalty, and showcase our unwavering commitment to exceptional customer service. What you’d be doing in this role In this role, you’ll lead the EMEA Support team and oversee the execution of Strategic Pod Support. A key responsibility is embedding Support Experts into cross-functional Strategic Pods, where they partner with Success, Sales, and Product to support adoption, drive retention, and proactively surface customer insights. This is a coach role responsible for managing a high-performing team, setting strategic direction, and delivering both operational and long-term goals. This role balances hands-on team leadership with program-level impact, focusing on developing team capabilities, fostering collaboration, and driving measurable outcomes. You’ll work closely with stakeholders to align team efforts with broader business objectives, contribute to subgroup goal-setting, and continuously improve support delivery. At the moment, this role is focused on: Leading a high-performing team of Support Specialists embedded in cross-functional Strategic Pods Providing hands-on coaching, technical upskilling, and guidance across key workflows (e.g., SSO/SCIM, billing, integrations, user management). Supporting Specialists in delivering proactive, insights-driven support and managing complex customer needs. Ensuring Support aligns with company-wide goals, especially around Net Dollar Retention (NDR) and Net Seat Retention (NSR). Partnering closely with Sales, Customer Success, Implementation, and Product to ensure tight pod collaboration. Driving the visibility and impact of Support within broader customer and growth initiatives. Supporting cross-functional feedback loops to address recurring issues, improve enablement, and inform roadmap decisions. Championing a unified, proactive customer support experience across strategic accounts. Overseeing team performance, ticket quality, and proactive engagement efforts. Collaborate with UAS to build workflows and reporting that track high-impact work not captured in Zendesk. Supporting queue volume reduction strategies to unlock team bandwidth for high-touch support. Driving adoption of shared documentation, tooling, and success ... (truncated, view full listing at source)