Enterprise Admin Support Specialist (French speaking)
The Enterprise Admin Support Specialist (French speaking) at Canva is a dedicated, in-region customer support role focused on managing and resolving support tickets for strategic customers. This position is part of the User Voice supergroup, which aims to empower users and ensure a flawless experience with Canva's products. The role is based in Canva's London campus, serving as the headquarters for Europe, and involves close collaboration with Sales and Success teams to enhance customer satisfaction.
Key responsibilities include managing and prioritizing Enterprise support tickets related to account administration, feature functionality, and platform configuration, ensuring timely resolution in line with service standards. The specialist will troubleshoot and resolve standard support issues by analyzing root causes and applying established workflows, escalating when necessary. Additionally, the role involves supporting Admins through scheduled calls to guide issue resolution, key workflows, and best practices, with clear and timely follow-up. Collaboration with Sales and Customer Success Manager (CSM) teams is essential to provide technical and back-office support during onboarding and escalations, ensuring alignment on customer needs. The specialist will also apply working knowledge of Canva enterprise features, such as Single Sign-On (SSO)/System for Cross-domain Identity Management (SCIM), Brand Kit, and User Management, to resolve cases and contribute to team knowledge through documentation updates and sharing ticket trends.
The ideal candidate possesses strong problem-solving skills, clear communication abilities, and a customer-first mindset. Native-level fluency in French and strong English communication skills are required. The candidate should be comfortable troubleshooting a range of technical and account-related issues, using sound judgment to analyze problems, apply appropriate solutions, and escalate when needed. A working knowledge of systems like SSO, SCIM, and content management is essential. The ability to manage and prioritize work effectively, maintaining quality while balancing multiple tasks and competing demands, is crucial. A proactive, customer-focused approach, seeking to fully understand needs and drive issues through to resolution, is highly valued. Effective collaboration with cross-functional partners, contributing to shared outcomes during onboarding, escalations, and ongoing support, is also important. Demonstrating ownership and accountability for work, following through on commitments, and maintaining clear communication throughout the support process are key attributes. Attention to detail and organization, ensuring accuracy and consistency across case handling and follow-up, are necessary. A commitment to continuous improvement, actively building product knowledge, and contributing to team learning and process improvements are expected.
Canva offers a range of benefits to support employees' success both inside and outside of work. These include equity packages, an inclusive parental leave policy that supports all parents and carers, and an annual Vibe & Thrive allowance to support wellbeing, social connection, office setup, and more. Flexible leave options empower employees to be a force for good, take time to recharge, and support personal needs.
Canva's culture emphasizes collaboration, innovation, and a commitment to empowering users worldwide. The company provides growth opportunities through continuous learning and development programs, encouraging employees to expand their skills and advance their careers. Joining Canva means becoming part of a team that values creativity, inclusivity, and making a positive impact on the global design community.