Senior Team Lead - Customer Service

Job Description
Join the team redefining how the world experiences design.
Hey, g'day, mabuhay, kia ora,你好, hallo, 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
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.
What you'd be doing in this role
We believe great leadership is a balance of strategy and hands-on execution. As a Senior Team Lead, you'll lead high-performing teams, ensuring alignment with broader business goals while delivering measurable impact. You'll set direction, drive execution, and champion operational efficiency, all while fostering a culture of continuous growth and high performance.
This role requires a data-driven approach, where success is measured by key performance indicators (KPIs) such as team productivity, operational efficiency, quality of output, and overall business impact. You'll be responsible for tracking and optimizing these metrics, ensuring teams not only meet but exceed their goals.
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.
At the moment, this role is focused on:
Lead & develop a high-performing team

• Provide mentorship, strategic guidance, and accountability to drive individual and team success
• Foster a culture of collaboration, continuous learning, and adaptability
• Track and optimize key performance metrics to ensure operational efficiency

Drive operational excellence & strategic execution

• Translate business goals into actionable team strategies while ensuring operational efficiency
• Identify gaps, implement process improvements, and optimize workflows to enhance productivity
• Monitor processes and analyze KPIs including service levels, customer satisfaction, and operational efficiency, to drive continuous improvement

Collaborate & influence for impact

• Partner with key stakeholders to align team priorities and improve overall performance
• Influence cross-functional initiatives and foster transparency across teams
• Use data-driven insights to guide strategic decisions and optimize individual and team impact

You're probably a match if you:

• Have a proven ability to set direction and drive strategic alignment, ensuring team objectives contribute to long-term business success
• Excel in optimizing operations and improving team performance, identifying efficiencies that enhance productivity and impact
• Build strong relationships and influence key stakeholders, fostering collaboration to drive shared goals and business outcomes
• Thrive in dynamic environments, quickly adapting to change, solving complex challenges, and prioritizing effectively
• Have a passion for coaching and developing leaders, empowering teams to grow, take ownership, and deliver high performance

About the team
Join Canva's Specialist Operations Group - the operational heartbeat of User Voice. Be the face of a platform that's beloved and utilised by over 220 million people across the globe.
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 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.
We're wholly dedicated to our users' happiness - it's the fuel to our fire, shaping our mornings and guiding our workdays. Each interaction is seen as a unique opportunity to foster satisfaction, cultivate loyalty, and showcase our unwavering commitment to exceptional customer service.
We're not merely in the business of offering customer service - we're in the business of delivering customer delight. We're on the hunt for like-minded individuals who echo our vision for top-tier customer support experience and can seamlessly disseminate this value throughout our organisation. Join the Specialist Operations Group and become an integral voice within Canva.
What's in it for you?
Achieving our crazy big goals motivates us to work hard - and we do - but you'll experience lots of moments of magic, connectivity and fun woven throughout life at Canva, too. We also offer a stack of benefits to set you up for every success in and outside of work.
Here's a taste of what's on offer:

• Equity packages - we want our success to be yours too
• Inclusive parental leave policy that supports all parents & carers
• An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup & more
• Flexible leave options that empower you to be a force for good, take time to recharge and supports you personally

Check out lifeatcanva.com for more info.
Other stuff to know
We make hiring decisions based on your experience, skills and passion, as well as how you can enhance Canva and our culture. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.
We celebrate all types of skills and backgrounds at Canva so even if you don't feel like your skills quite match what's listed above - we still want to hear from you!
Please note that interviews are conducted virtually.