Customer Support Specialist – EMEA (French speaking)

Job Description

Job title: Customer Support Specialist – EMEA (French speaking)

Company: Canva

Job description: Company Description

Join the team redefining how the world experiences design.

Hiya, g’day, mabuhay, kia ora,你好, hallo, vítejte!

Thanks for stopping by. We know job hunting can be a little time consuming and you’re probably keen to find out what’s on offer, so we’ll get straight to the point.

Job Description

About the Group/Team

Help and support, especially at scale, is a complex and exciting problem space. With a mission of “Every user empowered, every voice heard”, Canva’s User Voice super group is the critical interface to our most valuable partners; our users. We want to ensure that they have a flawless experience while using Canva products as we scale our way to support 1 billion users. Our teams are responsible for unlocking how we can deliver exceptional customer experience through streamlined and scalable systems, an optimized contact flow, support specialists, customer insights, plus tools to enable self-help such as our Help Center, Assistant and chat experience.

About the Role/Specialty

This role is for a dedicated, in-region customer support team specifically tailored for Enterprise Admins. The Customer Support Specialist are case managers with a focus on owning and resolving support tickets. They are available for scheduled phone or zoom calls to expediently address customer issues.

As part of these regional teams, our specialists will be co-located and seamlessly integrated with the Sales and Success teams. This will facilitate better coordination and faster resolution of customer concerns. The selected candidate will possess expert knowledge in all Enterprise account and brand administration tasks and will be highly trained in supporting the Sales and Success teams with back-office tasks as needed.

The role will provide specialized expertise in Single Sign-on and SCIM, Brand Kit, Content Management, Learning Tools Interoperability, Apps & Integrations, Offline Billing, User Management, Data Visualization (Flourish) and any other future features or offerings,

What you’ll do (responsibilities)

• Provide dedicated support to Enterprise Admins, effectively handling and resolving support tickets while handling all admin tasks.
• Schedule and conduct phone or Zoom calls to efficiently address and resolve support issues, ensuring a high level of customer satisfaction.
• Collaborate with the Sales and Success teams, providing them with direct support as needed.
• Develop and maintain a deep understanding of company-specific tools and functions such as Single Sign-on and SCIM, Brand Kit, Content Management, Learning Tools Interoperability, Apps & Integrations, Offline Billing, and User Management.
• Handle a variety of tasks during downtime, demonstrating a high level of adaptability and initiative.
• Provide services during local business hours or hours most beneficial to strategic customers, ensuring availability when customers need support the most.
• Regularly communicate with the co-located Sales and Success teams in the region to enhance efficiency and alignment, resulting in an improved and seamless customer service experience.

What we’re looking for

We’re looking for a skilled enterprise admin support specialist who can handle complex problems and create a positive impact. You’ll need specialized technical knowledge, a proactive approach, and the ability to empathize and understand customers’ varying needs. You’ll also need a keen eye for detail and the willingness to learn about intricate processes like Single Sign-On, Content Management, and Offline Billing.

But technical skills are not the only thing we’re looking for. We want someone with a real team spirit and the ability to collaborate effectively with Sales & Success teams. Flexibility is also crucial as we need someone who can adapt to ensure customers receive premium support. Lastly, persistence and positivity in the face of challenges are essential traits for success in our team.

• Do you happen to speak French fluently? Well, you’re in luck, because being fluent in either, along with having excellent command of English, is a definite must-have for us.
• Got those top-notch communication skills? You’ll fit right in as we prioritize clear and empathetic communication with our customers and amongst our team.
• A knack for tech is a must-have. Working with services like Single Sign-On and SCIM will be an integral piece of what we do.
• Are you a puzzle solver? Great! We often encounter complex customer problems that require creative and efficient solutions.
• Our environment is fast-paced. If you’re someone ready to adapt on-the-fly when changes or new demands pop up, you’re just what we’re looking for.
• We are all about the customer. If you’re focused on understanding and exceeding customer expectations, you’ll be a great addition to our team.
• We’re not just colleagues; we’re a team. Are you ready to contribute to a healthy team dynamic? Then we’d love for you to join us!
• Ready to take the initiative? We can’t wait to see your inner self-starter shine through as you complete tasks with minimal supervision.
• If you are able to wear multiple hats, and prioritize on the go, you’ll thrive here. Our environment often requires multi-tasking.
• Eager to learn and grow? Perfect! We believe that continuous learning not only accelerates individual development, but also fuels our collective success. Be ready to upgrade your skills and stay updated with the latest in our products and services – we’ll support you all the way!

Expected salary:

Location: London

Job date: Thu, 21 Dec 2023 07:12:23 GMT

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