Enterprise Support Specialist - EMEA (German speaking)
The Enterprise Support Specialist - EMEA (German speaking) at Canva is a dedicated customer support role focused on managing and resolving support tickets for strategic enterprise clients. This position is part of the User Voice supergroup, which aims to create exceptional experiences for Canva's users. The role requires seamless integration with Sales and Customer Success teams to ensure efficient coordination and swift resolution of customer concerns.
Key responsibilities include managing and prioritizing enterprise support tickets related to account administration, feature functionality, and platform configuration, ensuring timely resolutions 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 teams is essential to provide technical and back-office support during onboarding and escalations, ensuring alignment on customer needs.
The ideal candidate should possess strong problem-solving skills, clear communication abilities, and a customer-first mindset. Fluency in both English and German (spoken and written) is required. Comfort with troubleshooting a range of technical and account-related issues, using sound judgment to analyze problems and apply appropriate solutions, is essential. The candidate should be able to build and apply working knowledge of systems like SSO, SCIM, and content management to resolve cases with increasing independence. Effective management and prioritization of work, maintaining quality while balancing multiple tasks and competing demands, are crucial. A proactive, customer-focused approach, seeking to fully understand needs and drive issues through to resolution, is necessary. Collaboration with cross-functional partners, contributing to shared outcomes during onboarding, escalations, and ongoing support, is expected. Demonstrating ownership and accountability for work, following through on commitments, and maintaining clear communication throughout the support process are important. Attention to detail and organization, ensuring accuracy and consistency across case handling and follow-up, are vital. A commitment to continuous improvement, actively building product knowledge, and contributing to team learning and process improvements is desired.
Compensation details are not specified in the available information.
Canva offers a dynamic and inclusive work environment, with benefits such as equity packages, an inclusive parental leave policy, and an annual Vibe & Thrive allowance to support personal well-being. The company is committed to empowering every user and ensuring every voice is heard, aiming to support 1 billion users. Joining Canva provides an opportunity to be part of a team dedicated to delivering a flawless experience with their products.