Customer Happiness Specialist at Canva
Wuhan, CN

At Canva our mission is to make beautiful design possible for everyone by transforming the way corporates, small businesses, non-profits and educators work all over the world. Through this democratisation of design, we aim to have a significant positive impact on society.

Since launch in August 2013, we have grown exponentially. We are one of the world’s fastest growing startups and the journey has only just begun. Joining Canva now means you become an integral part of this adventure.

Our culture is unlike anywhere else and our offices are designed and constantly improved to let you do great work. We mean it when we say it is important to us that we create a workplace that you love coming to.

We take great pride in designing a product and an encompassing experience that users really love. Just check out our Twitter stream. Your colleagues at Canva — like you — enjoy being the best at their craft and coming together as a team to create something world-class.

Canva’s Customer Happiness team is the face of a platform used by millions of people every day. We are looking for Customer Happiness folks to join our team that will interact with our users to provide and process information in response to inquiries, concerns and requests about Canva and its features. Our aim is to provide excellent customer service and to promote this idea throughout the organisation.

Your role

Uphold Canva’s core value of maximising customer happiness

Provide excellent customer service to our users, through fast, upbeat, and genuine responses to inquiries and feedback

Ensure consistent customer satisfaction across all of Canva’s Channels (social media accounts, service hotline, app-store comments and email)

Providing help and answers to the customers’ technical issues through identification of the problem itself and escalate to corresponding teams

Track all the essential information related to managing customer inquiries through our bug tracking tool, JIRA, and our internal customer happiness database

Generate an accurate account of all related web and mobile issues regarding bug reports, feature requests, feedback, account deletion requests, subscription queries, etc. on a daily basis

Act as an effective Canva Ambassador to our customers and the team, fully-equipped with anything Canva-related

Creates learning materials or knowledge base articles by collecting feedback from peers

Update support articles and public FAQs to provide relevant and helpful information to Canva users based on learnings and user feedback

Cross-function interaction & collaboration with other departments

Provide continuous administrative support and complete various projects to assist the Canva team

Requirements

One to two years of relevant customer service experience

Outstanding written and verbal communication skills in Chinese, working proficiency in English writing Strong problem-solving and critical-thinking ability – you need to be able to read between the lines of a customer’s issue and try to find the underlying cause

Technological aptitude to manage spreadsheets, documents, and collaborative online forums

Effective multitasking skills – ability to handle multiple accounts ensuring consistent excellent quality of workPrevious experience working in a team-oriented and collaborative environment

Attention to details & well organized attitude

Benefits

Equity in one of the fastest growing startups in the world

Team building

Fitness membership

Education allowance

Commercial insurance

Physical checkup and dental cleaning