Senior Service Operations Team Lead

Job Description

Job Description

Job Description

Join the team redefining how the world experiences design.

Hello, 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.

Where and how you can work

Our flagship office is in Sydney, Australia, but we've made our way from down under, to a campus in Austin, Texas which is now home to our US operations. This is a hybrid role in Austin, Texas, so you must be able to commute to our office 1-2 times a week.

About the 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, expert support specialists, customer insights, plus tools to enable self-help such as our Help Center, Assistant and chat experience.

Join Canva's Specialist Operations Group – the operational heartbeat of User Voice. Be the face of a platform that's beloved and utilised by over 150 million people across the globe

We're wholly dedicated to our users’ happiness - it's the fuel to our fire, shaping our mornings and guiding our workdays. Each interaction is seen as a unique opportunity to foster satisfaction, cultivate loyalty, and showcase our unwavering commitment to exceptional customer service.

We're not merely in the business of offering customer service - we're in the business of delivering customer delight. We're on the hunt for like-minded individuals who echo our vision for top-tier customer support experience and can seamlessly disseminate this value throughout our organisation. Join the Specialist Operations Group and become an integral voice within Canva.

About the Role

We're looking for a Coach (Senior Team Lead) to lead our Admin Support team in North America, a role that blends people leadership with global program strategy. You’ll guide a team of experts embedded into high-impact Strategic Pods — cross-functional squads aligned to Canva’s top-tier customers and enterprise goals.

A key responsibility is embedding Admin Support Specialists into cross-functional Strategic Pods, where they partner with Success, Sales, and Product to support adoption, drive retention, and proactively surface customer insights.

You’ll work closely with stakeholders to align team efforts with broader business objectives, contribute to subgroup goal-setting, and continuously improve support delivery. Success in this role requires strong leadership, adaptability, and the ability to influence across a complex, cross-functional environment.

What you’ll do

1. Drive strategic impact - Aligns team priorities with Canva’s long-term vision, turning strategy into clear goals and impactful execution.

   • Lead the execution of our Strategic Pod Support program — a global model tailored to support adoption, retention, and insights at scale.

   • Evolve and scale the program based on customer needs and internal priorities.

   • Collaborate with Canva’s Sales, Success, and Product teams to align Admin Support with enterprise strategies and roadmap decisions.

   • Ensure Admin Support plays a central role in driving Net Dollar Retention (NDR) and Net Seat Retention (NSR).

   • Advocate for our users by closing feedback loops and shaping tools that improve both internal and customer experiences.

   • Embed a unified, proactive support culture across strategic accounts.

2. Maintain operational excellence - Improves systems and workflows to scale support quality, efficiency, and measurable outcomes.

   • Use data to uncover trends, improve workflows, and demonstrate team impact.

   • Partner with our data teams to build clear, actionable dashboards and reporting systems.

   • Lead initiatives that scale support quality and drive operational efficiency, possibly replicating it across regions

3. Develop and lead a high-performing team - Coaches for growth and performance, fostering a culture of accountability, learning, and ownership.

   • Manage, mentor, and inspire Admin Support Specialists across the region with a focus on both personal growth and operational impact..

   • Drive personal and professional growth through coaching, feedback, and development plans.

   • Champion a culture of ownership, learning, and belonging.

   Stakeholder Influence: Builds strong cross-functional relationships and drives alignment without relying on formal authority.

4. Stakeholder Influence: Builds strong cross-functional relationships and drives alignment without relying on formal authority.

5. Adaptability: Thrives in evolving environments, re-prioritizing effectively and solving complex challenges with clarity.

What we're looking for

• Experience leading high-performing regional or specialized support teams, ideally in SaaS or enterprise environments.

• Strong understanding of enterprise admin workflows (think: Zendesk, integrations, billing, non-ticketed work).

• A track record of coaching for growth, especially in hybrid/in-region setups.

• Proven ability to lead complex, cross-functional initiatives with measurable outcomes.

• A data-savvy mindset: comfortable using insights to drive action and report on success.

• A collaborative, empathetic leadership style that fosters psychological safety and results.

• The ability to balance fast execution with long-term vision — and inspire others to do the same.

What's in it for you?

Achieving our crazy big goals motivates us to work hard - and we do - but you'll experience lots of moments of magic, connectivity and fun woven throughout life at Canva, too. We also offer a range of benefits to set you up for every success in and outside of work.

Here's a taste of what's on offer:

• Equity packages - we want our success to be yours too
• Health benefits plans to support you and your wellbeing
• 401(k) retirement plan with company contribution
• Inclusive parental leave policy that supports all parents & carers
• An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup & more
• Flexible leave options that empower you to be a force for good, take time to recharge and supports you personally

Check out lifeatcanva.com for more info.

Other stuff to know

We make hiring decisions based on your experience, skills and passion, as well as how you can enhance Canva and our culture. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

We celebrate all types of skills and backgrounds at Canva so even if you don’t feel like your skills quite match what’s listed above - we still want to hear from you!

Please note that interviews are conducted virtually.