Customer Service Operations Expert (Spanish)

Job description

Join the team redefining how the world experiences design. Hey, g'day, mabuhay, kia ora, 你好, hallo, vítejte, ¡hola! Thanks for stopping by. We know job descriptions can feel a bit formulaic sometimes, but we promise Canva is anything but. If you're drawn to what we're building and you see yourself in this role, we'd love to hear from you. Where and How You Can Work This role is based in our Manila office — one of Canva's key global hubs and the home of our Specialist Operations team. We believe in working where you do your best thinking, and our team supports flexible arrangements while staying connected to a high-energy, collaborative space. What You'd Be Doing in This Role Canva's Specialist Operations Group is on a mission to deliver world-class support to every user, in every language, on every device. The Multilingual Team sits within our High Sensitivity and Escalations subgroup — we handle the complex, the sensitive, and the urgent for users who need help in their own language. As a CPSET Spanish Expert, you'll be the calm, capable presence Spanish-speaking Canva users turn to when things get complicated. This isn't a routine support role. You'll own escalated tickets end-to-end, support users across email, chat, and phone, and help shape how the team works — from improving processes to sharpening our translation tooling. You'll be part of setting the standard for what multilingual support at Canva actually looks like. At the moment, this role is focused on: Owning escalated email, chat, and phone support tickets from Spanish locales in Zendesk end-to-end — bugs, incidents, and everything in between Providing phone support and language interpretation between Spanish-speaking users and CPSET reps, building toward independent call ownership as training expands Digging into the "why" behind recurring issues and helping the Multilingual Team find smarter, faster ways of working Evaluating translation tool output and flagging improvement opportunities to sharpen the quality of Canva's Spanish-language support Partnering with teammates across the High Sensitivity and Escalations subgroup to make sure no Spanish-speaking user's issue falls through the cracks You're Probably a Match If: Your Spanish is at CEFR B2 level or above - you can hold a live, natural conversation on a phone call without leaning on scripted phrases, and you can read and write with enough precision to own complex support tickets end-to-end You're fluent in English too, with strong cross-cultural communication instincts You've worked in a customer support, escalations, or service-recovery role before — ideally with ticketing tools like Zendesk — and you're energised rather than drained by complex cases You have a translator's eye for language nuance and quality, which makes you well placed to evaluate and improve automated translation output You're comfortable in ambiguity and have a bias toward ownership — you don't wait to be told how to fix something You're genuinely collaborative and curious about process — not just following it, but improving it About the Team The Multilingual Team is part of Canva's High Sensitivity and Escalations subgroup within Specialist Operations. We're a group of service escalation experts who support non-English speaking users through their most complex product moments. We care about doing this well — with precision, empathy, and a genuine belief that great support in someone's own language can turn a frustrating experience into a reason to stay a Canva user for life. What's in It for You? Canva has grown hugely over the last few years, but we're only just getting started. Here's a taste of what's on offer: Equity packages — so you share in Canva's success 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 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.