Enterprise Support Specialist - EMEA (German speaking)

Full-time | Recruitment type: Permanent

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About the Position

Join the team redefining how the world experiences design.

Hey, hello, hiya, 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.

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Responsibilities

As an Enterprise Admin Support Specialist, you will:

• Manage and prioritize 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 analyzing 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 Customer Success Management (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.
• Contribute to the Strategic Pod Support program, enhancing customer retention, product adoption, and revenue expansion through targeted, high-impact support aligned with Customer Success goals.

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Requirements

You're probably a match if:

• 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 have strong English communication skills and are fluent in German (spoken and written).
• You’re comfortable troubleshooting a range of technical and account-related issues, using sound judgment to analyze 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 organized, 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.

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About the Team

At Canva, our User Voice supergroup is all about creating magical experiences for our users. With the ambitious goal to support 1 billion users, we're on the lookout for an Enterprise Admin Specialist who's passionate about providing exceptional support at scale.

We believe in empowering every user and ensuring every voice is heard. Our team is the bridge between Canva and our users, dedicated to delivering a flawless experience with our products. We achieve this through streamlined systems, optimized contact flows, and tools like our Help Center and chat experience.

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We Offer

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 stack 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.

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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.

Please note that interviews are conducted virtually.

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