Customer Service Operations Manager  

At Canva, we create tools that empower the world to design. Our mission is to democratise design and empower creativity for anyone and everyone, on every platform! Inspired by a team of talented thinkers, an amazing culture and remarkable growth trajectory – we’re out to change the world, one design at a time.

Since launch in August 2014, we have grown exponentially, amassing over 10 million active users across 190 different countries who have created more than 200 million designs. We are one of the world’s fastest growing technology companies and we have only achieved about 1% of what we are capable of!

The Team
Canva’s Customer Happiness team are the face of a platform used by millions of people every day. With over 10 million active users, we strive to make each and every customer happy. The team interacts with our users to provide and process information in response to inquiries, concerns and requests about Canva and its features. Customer happiness is what gets us up in the morning! Our aim is to provide excellent customer service and to promote this idea throughout the organisation.

About the candidate

We are looking for a Head of Customer Happiness Operations to drive our team mission of making our users happy through excellent customer experience. As the Head of CHT Operations, you will directly oversee the Customer Happiness team to ensure operational excellence, high employee engagement and service improvement is achieved.

What you’ll do

• Define, track and report on key performance metrics to determine support effectiveness and efficiency that meet or exceed industry benchmarks
• Manage continuous high-level planning projects, strategy formation, and new process implementation to ensure that the team is optimised and supporting new products and features which Canva launches
• Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement productivity, quality and customer-service standards; resolve problems; identify trends
• Hit CHT’s short-term and long-term goals by improving team’s performance, tracking customer satisfaction rates, and developing continuous improvement strategies
• Work with product teams regarding notable developments, releases, and issues; and communicate relevant updates to the CHT
• Forecast CHT’s resource needs - monitor and assess capacity, plan and execute hiring strategy, and identifying potential internal role transfers
• Maintain a data-driven team culture by creating robust and systematic CHT processes, resulting to accurate people, statistical, and performance data
• Managing workflow, escalations and effectively delegating across your leadership team
• Support CHT leads to be great leaders of their teams for front line agents, by ensuring that they measurable metrics, accurate performance data, and are capable of conducting effective feedback coaching sessions
• Ensure CHT is a great place to learn and grow at Canva by supporting its team members’ progression in their respective roles through clear goal setting, development of measurable metrics, and ensuring regular feedback sessions are conducted

You'll love this role if you have…

• At least 4 years leadership experience in customer service
• Experience managing a team of 50+ people including team leaders, during a rapid growth phase
• In-depth knowledge of customer service principles and practices, software, databases and tools
• Proven track record for meeting and exceeding targets, and leading teams who continuously improve performance
• Ability to scale up operations in line with or in advance of significant growth
• Excellent knowledge of management methods and techniques
• Awareness of industry’s latest technology trends, tools, and applications
• Ability to think strategically and solve problems
• Strong communication skills for both internally with other teams and leaders, and externally with customers
• Proven ability to influence, energise, develop and drive change
• Grace under fire: ability to present in front of large groups, deal with ambiguity, and demonstrate composure in stressful situations
• Customer service orientation