About the job
Be a pivotal part of a team revolutionizing the design experience worldwide.
Greetings from Canva! We appreciate you taking the time to explore this opportunity. We understand that job hunting can be a lengthy process, so let’s dive right in.
Work Environment
This position is located in Berlin with a hybrid work model. At Canva, we empower our Canvanauts to choose their ideal balance of in-office and remote work, enabling them and their teams to reach their objectives. You will engage closely with global stakeholders while enhancing our local support structures.
Your Role
As Canva expands towards reaching 1 billion users, adaptability is crucial — and that’s where your contribution comes in.
As a champion for user experience within our Service Design & Delivery (SDD) team, you will influence the support experience for users in Germany. Your goal is to ensure our assistance feels genuinely local while leveraging Canva’s global resources.
You will craft and implement a support strategy that makes German users feel that Canva is tailored specifically for them.
This is a unique chance to define your own role. You will face challenges that have yet to be addressed, and you will find solutions. A proactive mindset is essential, and your success will be measured by the impact you create.
Your Key Responsibilities:
- Own the support strategy for your market - Establish what 'local' genuinely signifies for Germany, based on user insights and aligned with global User Voice processes.
- Implement your strategy - Lead the execution of your service strategy, collaborating with both local and global teams, influencing planning cycles, and spearheading cross-functional initiatives across User Voice and the broader Canva organization.
- Drive tangible service enhancements - Minimize customer effort, boost satisfaction, and create support channels that resonate with German users.
- Ensure support feels authentically local - Review help content, chatbot interactions, and specialist communications to align with local preferences and standards. Collaborate with teams to systematically elevate quality.
- Become the authority on German user feedback - Advocate for user insights, ensuring that feedback loops shape priorities, planning, and decision-making within Canva.
- Connect local and global teams - Translate national priorities into support projects and convert User Voice capabilities into meaningful outcomes for German users.

