Enterprise Customer Support Specialist

TL;DR

Enterprise Customer Support Specialist: Manage and resolve Enterprise Admin support tickets for Canva with an accent on troubleshooting account administration and platform configuration issues, including SSO/SCIM and brand/content workflows. Focus on delivering fast, high-quality support via scheduled calls and partnering with Sales and CSM teams to drive onboarding success and retention outcomes through Pod Support.

Location: Hybrid (3 days/week in Austin office)

Company

Canva provides design tools and platforms for large-scale customer experiences.

What you will do

• Manage and prioritize Enterprise Admin support tickets across account administration, feature functionality, and platform configuration to meet service standards.
• Troubleshoot and resolve support issues by analyzing root causes, applying established workflows, and escalating when needed.
• Provide scheduled phone/Zoom guidance to Admins, including follow-up on key workflows and best practices.
• Partner with Sales and CSM teams to deliver technical and back-office support during onboarding and escalations.
• Use expertise in Canva enterprise features (e.g., SSO/SCIM, Brand Kit, User Management, content management, and integrations) and update documentation based on ticket trends.
• Support the Strategic Pod Support program by managing Pod-aligned tickets, surfacing recurring issues/feature requests, and helping identify churn risk.

Requirements

• Strong problem-solving and clear, confident communication with both customers and internal stakeholders.
• Comfort troubleshooting a range of technical and account-related issues, using judgment to analyze, resolve, and escalate appropriately.
• Ability to build working knowledge of systems such as SSO, SCIM, and content management to resolve cases with increasing independence.
• Strong time management to prioritize and handle multiple competing demands while maintaining case quality and accuracy.
• Cross-functional collaboration experience to support onboarding, escalations, and ongoing customer support.
• Detail-oriented and organized approach to ensure accuracy and consistency across case handling and follow-up.

Culture & Benefits

• Hybrid work model with 3 days per week in the Austin office.
• Equity packages.
• Health benefits plans.
• 401(k) retirement plan with company contribution.
• Inclusive parental leave and flexible leave options.
• Annual Vibe & Thrive allowance for wellbeing, social connection, and office setup.

Hiring process

• Interviews are conducted virtually.
• Hiring decisions are based on experience, skills, merit, and business needs.