Program Specialist, Content Writing - Customer Service

<p><strong>Join the team redefining how the world experiences design.</strong></p><p>Hey, mabuhay! 👋<br> Thanks for stopping by. We know job hunting can take time, so we’ll get straight to it.</p><p><strong>Where and how you can work</strong></p><p>Our Manila campus is home to our growing Customer Service team, connecting with users around the world. At Canva, we trust our Canvanauts to choose the balance that empowers them and their team to achieve their goals — whether you’re working onsite, remotely, or a mix of both.</p><p><strong>What you’d be doing in this role</strong></p><p>As Canva scales, change continues to be part of our DNA — and that’s all part of the fun! This role is part of the <strong>User Voice Supergroup</strong>, which exists to ensure <em>every user is empowered, and every voice is heard.</em></p><p><strong>As a Content Writer</strong>, you'll own <strong>content quality and customer experience</strong> for a defined domain or set of user journeys across both AI and human help and support. You're accountable for what content exists, why it exists, and how it works together—not just for writing individual content pieces.</p><p>You'll lead <strong>complex content changes end-to-end,</strong> partner closely with Product and Customer Support stakeholders, and guide junior writers (including BPO partners) to execute large-scale updates consistently and at a high standard. This means you're not just executing tasks. You're deciding what should be built, owning complex change, and enabling others to execute at scale.</p><p><strong>At the moment, this role is focused on:</strong></p><ul><li>Defining and executing the content strategy for your assigned support domain — clarifying what content exists, where it lives, and how it all fits together</li><li>Leading end-to-end content changes across Help Center articles, macros, AI responses, and internal knowledge bases</li><li>Writing content that is both AI- and human-friendly — clear, structured, and aligned with user needs</li><li>Collaborating cross-functionally with Product, Support, Legal, and Service Design to deliver scalable support experiences</li><li>Mentoring junior writers and BPO partners to ensure high-quality content delivery</li><li>Using performance data and user insights to identify content gaps and drive improvements</li></ul><p><strong>You’re probably a match if you have:</strong></p><ul><li>You have extensive&#xa0;experience as a <strong>content writer</strong>. Huge plus&#xa0;if&#xa0;from a tech or SaaS support environment</li><li>You’re energized by solving complex problems and owning projects from strategy to execution</li><li>You’re an <strong>exceptional writer </strong>who can simplify the complex while maintaining nuance</li><li>You have experience leading <strong>multi-surface content projects</strong> and influencing stakeholders</li><li>You understand how to design content that performs for both AI systems and human workflows</li><li>You’re confident using data to make decisions and iterate content effectively</li></ul><p><strong>About the Team</strong></p><p>The <strong>Content Operations team</strong> sits within the <strong>User Voice Supergroup</strong>, focused on helping users self-serve quickly and empowering our support specialists with scalable, high-quality content. Whether through help articles, AI chatbots, macros or knowledge bases — we create content that solves real user problems, fast.</p><p><strong>What’s in it for you?</strong></p><p>We work hard to achieve our crazy big goals — but you’ll find plenty of magic moments along the way.</p><p><strong>Here’s a taste of what’s on offer:</strong></p><ul><li>Equity packages – we want our success to be yours too</li><li>Inclusive parental leave policy that supports all parents &amp; carers</li><li>An annual Vibe &amp; Thrive allowance for wellbeing, connection, and home office setup</li><li>Flexible leave options for rest, growth, and impact</li><li>Global exposure and opport ... (truncated, view full listing at source)