District Engagement Coordinator

London, England, United Kingdom

12/10/2024

Job Description

Join the team redefining how the world experiences design.

Hey, 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

The buzzing Canva London campus features several buildings around beautiful leafy Hoxton Square in Shoreditch. While our global headquarters is in Sydney, Australia, London is our HQ for Europe, with all kinds of teams based here, plus event spaces to gather our team and communities. You'll experience a warm welcome from our Vibe team at front of house, amazing home cooked food from our Head Chef and a variety of workspaces to hang out with your team mates or get solo work done. That said, we trust our Canvanauts to choose the balance that empowers them and their team to achieve their goals and so you have choice in where and how you work.

What You’d Be Doing In This Role

As Canva scales change continues to be part of our DNA. But we like to think that's all part of the fun. So this will give you the flavour of the type of things you'll be working on when you start, but this will likely evolve.

At The Moment, This Role Is Focused On

• Support onboarding at scale. You’ll play an integral role in onboarding our smaller customers, scheduling calls with schools and districts that have not completed setup within an appropriate timeframe, and educating them on the process.
• Manage and prioritize customer inquiries. You’ll handle incoming messages via email, Slack, and Zendesk, ensuring inquiries are efficiently prioritized, triaged, and addressed with valuable information and resources in a timely manner.
• Resolve complex or escalated issues. You’ll take ownership of particularly challenging cases, stepping in to handle customer calls to clarify processes, de-escalate sensitive situations, and find effective solutions.
• Analyze and address nuanced problems. When flagged by our Customer Happiness Team (CHT) specialists and experts, you’ll dive deep to uncover the root cause of issues and provide thoughtful resolutions—whether directly to customers or as guidance for the internal team.
• Drive process and product improvements. You’ll collaborate with other members of the Scaled team to identify patterns in customer needs or system issues and propose process or product improvements to relevant cross-functional teams, then work collaboratively to bring these solutions to life.
  
  
  

You're Probably a Match If

• A commitment to empowering schools globally. You’re passionate about providing schools of all sizes with access to the best educational tools available.
• Technical aptitude and a problem-solving mindset. You’re eager to develop expertise in areas like SSO and are quick to learn new technologies to support customers effectively.
• A personable and customer-focused demeanor. You have excellent communication skills and are confident connecting with customers on calls to clarify processes, resolve issues, and build strong relationships.
• A creative, solutions-oriented mindset. You approach challenges with a can-do attitude, bringing fresh ideas to optimize processes and solve large-scale problems.
• Exceptional organizational skills. You thrive in fast-paced, high-volume environments, skillfully managing inquiries with thoughtfulness and efficiency.
• The ability to think big picture. You can see the forest through the trees, identifying opportunities to improve processes and elevate the overall experience for school customers.
• A collaborative approach. You thrive working with cross-functional teams and enjoy contributing to shared goals.
  
  
  

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
• 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.