Customer Happiness

Customer Happiness Lead (Team Coach)

Manila – Full-time

**Pooling for external candidates, currently prioritising internal applications**

At Canva, we create tools that empower the world to design. Our mission is to democratise design and empower creativity for anyone and everyone, on every platform! Inspired by a team of talented thinkers, an amazing culture and remarkable growth trajectory – we are out to change the world, one design at a time.

Since launch in August 2014, we have grown exponentially, amassing over 20+ million monthly active users across 190 different countries who have created more than one billion designs. We are one of the world’s fastest growing technology companies and we have only achieved about 1% of what we are capable of!

Canva’s Customer Happiness team are the face of a platform used by millions of people every day. With over 20 million active users, we strive to make each and every customer happy. The team interacts with our users to provide and process information in response to inquiries, concerns and requests about Canva and its features. Customer happiness is what gets us up in the morning! Our aim is to provide excellent customer service and to promote this idea throughout the organisation. 

What you'll do:

  • Tailor-fit coaching styles effectively to different working styles of members to empower high performers, motivate high potentials, and support low performers
  • Conduct effective discussions and seasonal cadences with members to set goals, provide feedback, coaching with action-driven next steps, and check levels of performance
  • Take full responsibility for the overall output of the team using ticket backlog, CSAT, FRT and user specific feedback
  • Drive the team to realign focus on what’s urgent for the businessActively remove blockers that hinder members to achieve individual and team goals
  • Tie up different people with diverse skill sets and drive them to become a high performing team
  • Challenge and stretch team members that support their career aspirations while maintaining alignment with business goals
  • Empower team members by setting SMART goals, providing resources, does coaching, calls out underperformance, and fosters a high performance culture

You'll love this role if you have:

  • At least 5 years managerial experience in customer service
  • Experience managing a team, during a rapid growth phase In-depth knowledge of customer service principles and practices, software, databases and tools
  • Proven track record for meeting and exceeding targets, and leading a team who continuously improve performance
  • Ability to drive motivate high potentials and support low performers
  • Excellent knowledge of management methods and techniques
  • Awareness of industry’s latest technology trends, tools, and applications
  • Ability to think strategically and solve problems
  • Proven ability to influence, energise, develop and drive change
  • Grace under fire: ability to present in front of large groups, deal with ambiguity, and demonstrate composure in stressful situations
  • Customer service orientation

Benefits

  • Competitive salary, plus equity options
  • Free meals everyday! We have talented In-house chefs that cook delicious breakfast and lunch for us everyday.
  • Gym membership allowance
  • Professional education allowance
  • Mental health benefit through employee assistance program.
  • Competitive HMO and Leave benefits
  • Sponsored social clubs and team events
  • Countless fun and quirky celebrations
  • Work in one of the coolest office in Makati!

Canva is currently one of Australia’s hottest technology startups and has been the ranked #1 Australian Workplace in Technology by JobAdvisor for the second year in a row. 

We mean it when we say we want to  create a workplace that you love coming to. Our culture is unlike anywhere else and our offices are designed with workspaces for every mood, to help you do great work. At Canva you can be part of a company that is growing rapidly, building a product that users really love.

Go play with Canva! - Sign up for an account (it's free!)

Follow us on CanvaLife or our hashtag #Canvalife to know more how it is like to work with us!

How we hire? Here are the steps: https://www.canva.com/careers/how-we-hire/

How we act: Canva Values

What does the media say about Canva? Check out CNN, SpotPH, SparkUp & Canva press

Being a force for good

One of our core values at Canva, “Being a force for good” means we are actively working towards a world that isn't just good for a small few, but one that’s good for everyone. We believe deeply that bringing together diversity of thoughts, perspectives and expression is key for building the best product for our equally diverse community. To achieve this, we need to constantly work towards making Canva the best place to work, for everyone.

Apply to this role

1. Personal Details

Drop file here or

.pdf, .doc, .docx, .rtf, .html, .odf, .zip files accepted

2. Links
3. Additional Information