可画
Enterprise Customer Support Specialist
Enterprise Customer Support Specialist
发布于 2 天前普通员工/个人贡献者
CountrySydney/Australia
中级经验
全职员工
混合式弹性办公
学历未注明
SSO
Problem-Solving
Brand Kit
Scim
AI 估算 · 30k–40k
跨国大厂企业支持岗位，中级经验，悉尼薪资水平较高，综合市场竞争力估算。
职位详情
关于这个职位
作为Canva的企业客户支持专家，你将专注于为战略客户提供专属支持，管理工单、解决问题，并与销售和客户成功团队紧密协作
适合具备问题解决和沟通能力、希望在大平台深耕客户支持领域的人
最低要求
You bring a strong problem-solving, clear communication, and a customer-first mindset
You communicate clearly and confidently, adapting your approach to support both customers and internal stakeholders effectively.
You’re comfortable troubleshooting a range of technical and account-related issues, using sound judgement to analyse problems, apply appropriate solutions, and escalate when needed.
You build and apply working knowledge of systems like SSO, SCIM, and content management to resolve cases with increasing independence.
You manage and prioritize your work effectively, maintaining quality while balancing multiple tasks and competing demands.
You take a proactive, customer-focused approach, seeking to fully understand needs and drive issues through to resolution.
You collaborate effectively with cross-functional partners, contributing to shared outcomes during onboarding, escalations, and ongoing support.
You demonstrate ownership and accountability for your work, following through on commitments and maintaining clear communication throughout the support process.
You’re detail-oriented and organised, ensuring accuracy and consistency across case handling and follow-up.
You’re committed to continuous improvement, actively building your product knowledge and contributing to team learning and process improvements.
工作职责
Manage and prioritise Enterprise support tickets across account administration, feature functionality, and platform configuration, ensuring timely resolution in line with service standards.
Troubleshoot and resolve standard support issues by analysing root causes and applying established workflows, escalating when needed.
Support Admins through scheduled calls to guide issue resolution, key workflows, and best practices, with clear and timely follow-up.
Partner with Sales and CSM teams to provide technical and back-office support during onboarding and escalations, ensuring alignment on customer needs.
Apply working knowledge of Canva enterprise features (e.g. SSO/SCIM, Brand Kit, User Management) to resolve cases, and contribute to team knowledge through documentation updates and sharing ticket trends.
In addition to the core responsibilities, this role will also contribute to our Strategic Pod Support program. This initiative is designed to enhance customer retention, product adoption, and revenue expansion through targeted, high-impact support aligned with Customer Success goals.
AI 洞察
优缺点分析
优点
- Join a well-known international tech company with a strong brand and growth trajectory.
- Gain deep expertise in Canva's enterprise product suite and customer success practices.
- Flexible work arrangement with choice of remote or hybrid, promoting work-life balance.
- Comprehensive benefits including equity, parental leave, and wellbeing allowance.
- Handling high-priority tickets from strategic customers can be stressful and require quick turnaround.
- Need to quickly learn Canva's enterprise features and stay updated with product changes.
- Role involves coordination with multiple teams, requiring strong stakeholder management skills.
- This role is ideal for individuals who enjoy customer-facing support, have strong problem-solving skills, and want to grow in a fast-paced tech environment.
缺点 / 挑战
暂无明显挑战项
角色解读
- Advance to Senior Enterprise Support Specialist or Team Lead, managing a group of specialists.
- Move into Customer Success Manager or Sales roles, leveraging deep product and customer knowledge.
- Develop expertise in product operations or user experience research by collaborating with product teams.
- Own and resolve enterprise support tickets for strategic customers, covering account admin, feature functionality, and platform configuration.
- Partner with Sales and Customer Success teams to provide technical and back-office support during onboarding and escalations.
- Conduct scheduled calls with Admins to guide issue resolution and share best practices for Canva enterprise features.
- Contribute to the Strategic Pod Support program to drive customer retention and product adoption.
- Strong problem-solving and troubleshooting abilities across technical and account-related issues.
- Excellent communication skills to interact with customers and internal stakeholders clearly and confidently.
- Working knowledge of enterprise technologies like SSO, SCIM, and content management systems.
- Ability to prioritize, manage multiple tasks, and maintain quality under competing demands.
申请策略
- Tailor your cover letter to show alignment with Canva's mission of empowering users.
- Prepare a story demonstrating how you turned a dissatisfied customer into a promoter.
- Highlight experience in enterprise customer support or technical account management.
- Showcase knowledge of SSO/SCIM and other identity management tools.
- Emphasize cases where you resolved complex issues and collaborated with sales or success teams.
- Include metrics on ticket resolution time, customer satisfaction, or process improvements.
- Familiarize yourself with Canva's enterprise features by exploring their public documentation.
- Learn about common enterprise support tools like Zendesk or Salesforce.
面试指南
- Use STAR method (Situation, Task, Action, Result) for behavioral questions.
- For technical questions, explain the concept simply and then relate to practical experience.
- Show customer-first mindset by emphasizing understanding needs and following up.
- How would you handle a frustrated enterprise customer whose issue hasn't been resolved within SLA?
- Describe a time you troubleshooted a complex technical issue without clear documentation.
- How do you prioritize when multiple high-priority tickets come in simultaneously?
- Explain how SSO works and why it's important for enterprise customers.
- Tell me about a time you collaborated with sales or customer success to support a customer.
匹配度报告
76
综合匹配度
Stable international company, competitive benefits, flexible work, with moderate growth clarity.
适合人群
This role is best suited for candidates who prioritize compensation, stability, and work-life balance, with moderate interest in career advancement.
最强匹配
薪资福利匹配
最弱匹配
成长发展匹配
薪资福利80
成长发展70
工作生活75
使命价值80
薪资福利匹配
80较高
Canva offers competitive compensation including equity and comprehensive benefits, though exact salary is not disclosed. The company is publicly traded and globally recognized, providing financial stability.
薪资信号未披露（AI估算：30K-40K/月）
福利待遇Equity packages、Inclusive parental leave policy、Annual Vibe & Thrive allowance、Flexible leave options
成长发展匹配
70中等
The role provides exposure to enterprise technologies like SSO/SCIM and collaboration with sales teams, but promotion paths are not explicitly mentioned. Opportunities to build deep product knowledge exist.
技术前沿主流现代技术
技术栈SSO、SCIM、Brand Kit、User Management
业务类型ambiguous
工作生活匹配
75中等
Work is flexible with choice of remote or hybrid, and benefits support wellbeing. However, no explicit WLB statements are given, and customer support may involve occasional stress.
工作模式混合式弹性办公
办公地点海外（不适用）
加班情况未提及（无法判断）
使命价值匹配
80较高
Canva's mission 'Every user empowered, every voice heard' gives a sense of purpose. The company operates in a fast-growing design space with positive social impact through enabling creativity.
行业发展高速增长赛道
社会影响中性/一般
使命信号Every user empowered, every voice heard
创新程度积极采用新技术
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