Customer Service Operations Expert (Spanish)

Location: Based in the Manila office, Makati, Philippines. Flexible arrangements are supported while remaining connected to the office.

Company

Canva is a design platform focused on helping people around the world create and experience visual content.

What you will do

• Own escalated Spanish-language support tickets in Zendesk across email, chat, and phone, including bugs and incidents.
• Provide phone support and interpret between Spanish-speaking users and CPSET representatives.
• Investigate recurring issues and identify faster, more effective ways for the Multilingual Team to work.
• Evaluate automated translation output and flag opportunities to improve Spanish-language support quality.
• Collaborate with the High Sensitivity and Escalations subgroup to resolve complex user issues end-to-end.

Requirements

• Spanish at CEFR B2 level or above, with the ability to handle natural conversations with upset users and manage complex written support tickets.
• Fluent English and strong cross-cultural communication skills.
• Previous experience in customer support, escalations, or service recovery.
• Experience with ticketing tools such as Zendesk.
• Strong attention to language nuance and translation quality.
• Ownership, adaptability, collaboration, and an interest in improving processes.

Culture & Benefits

• Work with the Multilingual Team within Specialist Operations and support non-English-speaking users through complex product issues.
• Equity package.
• Inclusive parental leave for parents and carers.
• Annual Vibe & Thrive allowance for wellbeing, social connection, and office setup.
• Flexible leave options and support for personal wellbeing.

Hiring process

• Interviews are conducted virtually.
• Applicants can provide their pronouns and request reasonable interview adjustments.