Customer Experience Manager
Company Description
Join the team redefining how the world experiences design. Hey, g'day, mabuhay, kia ora, 你好, hallo, vítejte, 안녕하세요! 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 While we support flexible, remote-friendly ways of working, for this role we’re focusing on Seoul so we can best support our teams and keep collaboration flowing.
Job Description
What you’ll do (responsibilities) You'll create and execute the support strategy that makes Korean users feel like Canva was built just for them. Here's what that looks like Own your market's support strategy: Define what truly local means for South Korea - grounded in user insights and aligned with global User Voice processes. Execute your strategy: Drive the execution of your service strategy while working with local and global teams, influencing planning cycles and leading cross-functional implementation across User Voice and the wider Canva organisation. Drive measurable service improvements: Reduce customer effort, increase satisfaction, and open support channels that meet Korean users where they are. Make support feel truly local: Audit help content, chatbot responses, and specialist communications to ensure they reflect local styles, norms, and expectations. Partner with teams to systematically improve quality. Become the expert on Korean users' voices: Advocate for user insights, ensuring feedback loops inform priorities, planning, and decision-making across Canva. Bridge local and global teams: Translate country priorities into support initiatives, and User Voice capabilities into outcomes that matter for Korean users.
Qualifications
What we're looking for We're looking for an individual contributor with demonstrated experience in crafting and delivering end-to-end support experiences that drive positive outcomes for users. You have the amazing opportunity to define your role. You'll encounter problems no one has solved before, and you'll figure them out. You have a bias to action, and you measure success through impact. Ideally, you: Have 5+ years in customer experience, support operations, or related strategic roles in tech/SaaS companies with demonstrated impact on support strategy and execution. Have a proven track record in launching 0 to 1 initiatives that drive measurable impact. You’ve built strategies and actions from scratch and can show results. Are a strong problem solver with excellent judgement, able to navigate ambiguity, make sound decisions, and deliver outcomes even with constrained resources. Are an exceptional communicator and storyteller, able to simplify complex ideas, create shared understanding across all levels, and build momentum. Can work independently while loving collaboration across functions. Are a team player committed to collective success and Canva's mission. Are comfortable rolling up your sleeves and getting into the details when needed, while still maintaining a clear strategic perspective. Thrive in a fast-paced, ever-changing environment and can adapt quickly while maintaining a proactive approach. You are a native Korean speaker with fluent verbal and written communication skills in English to enable effective communication with internal stakeholders and external customers. This role is based in Seoul, South Korea. You'll collaborate across time zones with the local team and global teams your region, Australia, and the Philippines. Additional Information Service Design and Delivery Group (SDD) The Service Design & Delivery group is on a mission to craft seamless, differentiated, issue-resolving experiences while driving smart investments. You’ll join the Service Design & Support Experiences team, which will focus on partnering across product areas—Growth, Enterprise, Print, across International markets to create an end-to-end support experience that feels local for Canva users across the world. Recruitment type: Permanent Apply To This Job