Subject Matter Expert (Escalations), Customer Service

<p><strong>Join the team redefining how the world experiences design.</strong></p><p>Hey, g'day, mabuhay, kia ora,你好, hallo, vítejte!</p><p>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.&#xa0;</p><p><strong>Where and how you can work</strong></p><p>Our flagship campus is in Sydney, Australia, but with many of our Canvanauts calling the Philippines home, our office in Manila is a buzzing place. This role is encouraged to be on a hybrid setup so we've created an environment that truly empowers you to thrive. You will also be supporting customers all over the world so this role will require a 24/7 shifting schedule.</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. But we like to think that's all part of the fun. So this will give you the flavour of the type of things you'll be working on when you start, but this will likely evolve.</p><p><strong>At the moment, this role is focused on:</strong></p><ul><li>Acting as the primary escalation point for complex or high-impact tickets handled by Customer Service Specialists, vendor partners, and Community Managers — ensuring no user issue falls through the cracks.</li><li>Driving timely, high-quality resolutions by partnering closely with Engineering and Product teams, balancing urgency with realistic delivery timelines.</li><li>Taking end-to-end ownership of escalated issues — proactively following up across teams, unblocking dependencies, and keeping users informed every step of the way.</li><li>Simplifying and clarifying complex or aging tickets to identify root causes and move issues to clear, final resolution.</li><li>Applying deep product and process expertise to diagnose underlying problems and implement effective, scalable solutions.</li><li>Serving as the go-to point of contact for product updates, changes, and related concerns, translating technical detail into clear guidance for Customer Service teams.</li><li>Partnering with QA and L&amp;D to align on process and product updates, and cascading knowledge in a way that builds specialist capability and confidence.</li><li>Maintaining and improving customer service process flows, knowledge base documentation, and macros to ensure accuracy and usability.</li><li>Gathering insights from SMEs, QA, Engineering, Product Managers, and Leads to continuously improve knowledge articles and internal resources.</li><li>Relaying critical user issues and post-QA bugs to Engineering and Product teams, ensuring user voice directly informs product improvements.</li><li>Sharing trends, insights, and coaching opportunities from escalations with Customer Service Operations Leads, Squad Leads, and Trainers to uplift team performance.</li><li>Acting as a mentor and back-up trainer, supporting competence transfer and upskilling specialists through hands-on partnership.</li><li>Maintaining subject matter expert-level knowledge across product and processes, staying ahead of changes and updates.</li><li>Proactively identifying and communicating ideas that improve service processes and contribute to Canva’s mission of delivering a seamless, fan-worthy user experience.</li></ul><p><strong>You're probably a match if</strong></p><ul><li>You have a strong track record of consistently meeting or exceeding targets, with excellent reliability and attendance.</li><li>You’re highly organised, with exceptional time management skills and the ability to prioritise multiple complex tasks effectively.</li><li>You bring deep knowledge of Customer Service operations and enablement functions.</li><li>You think strategically and approach challenges with a resourceful, solution-oriented mindset.</li><li>You’re an exceptional communicator — confident engaging with cross-functional stakeholders and skilled at cascading information clearly and effectively.</li><li>You demonstrate composure und ... (truncated, view full listing at source)