Customer Support Specialist for Kaleido job vacancy in Canva – Jobs in Texas

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Job Details
Company Name : Canva
Company Location : Austin, TX
Job Position : Customer Support Specialist for Kaleido
Job Category : Jobs in Texas

Job Description :
Canva’s Commitment and Mission
At Canva, we celebrate diversity. We deeply believe that bringing together diversity of thoughts, perspectives and expression is key to building the best product, team and company. We look for many different skills and abilities, as well as how you can enhance Canva and our culture. So, even if you don’t think you quite meet all of the skills listed or tick all the boxes, we’d still love to hear from you!
Our mission at Canva is to empower the world to design and since launching in 2013, we have grown exponentially, amassing over 86 million monthly active users across 190 different countries and a team of over 3,000 people… and the best bit is that we’ve only achieved 1% of what we know we’re capable of.
Join us and design your future.
About the Team
Kaleido’s Customer Support Team for Canva is the first first point of contact for over 85 million monthly active users that visit our platform. We strive to make each and every customer happy by finding a solution for every user and every problem! The team interacts with our users to provide and process information in response to inquiries, concerns, and requests about Kaleido for Canva and its features by staying calm and friendly. Satisfying our users is what gets us up in the morning!
About the Role
A Customer Support Specialist for Kaleido handles a daily variety of requests. We assist our users through multiple platforms; switching between them and multi-tasking is a specialty that we master to perfection. We ensure that if our users encounter issues, we help them promptly and with expert advice, allowing them to go back to designing right away!
We also get to work closely with other teams; like marketing, sales, the product. As customer support, we are the first to see and hear what our users need and pride ourselves on promoting this feedback cross functionally throughout the organization to get our customers what they want!

What You’ll Do:

You will craft accurate answers and solutions to customer queries regarding billing, account management and technical difficulties; treating each case with unique individuality.

You will present friendliness, patience and a ‘can-do’ attitude in every interaction with our users.

You will understand the importance of user feedback and communicate it to the rest of the team.

You will be the expert of customers’ needs and collaborate cross functionally when users’ feedback is useful on a project.

You’ll switch fluently between tickets, social media and blog comments, while maintaining a high quality of service to increase and maintain our customer satisfaction scores.

You’ll keep track of product updates and assist the clients with the newest information.

You’ll help with creating the Customer Support Team’s improvement goals (quarterly) and achieve individual performance metrics.

Who You Are:

Someone with 1+ year of Customer Support experience and some experience in photo/image editing.

An excellent written and verbal communicator.

Someone who comes to work with a positive attitude and is adaptable to change or shifting priorities.

A problem-solver with the ability to find unique solutions for each individual user.

Someone who can view an issue through the user’s perspective in order to fully understand, empathize and then take action!

A quick learner who can work independently; while also understanding how to collaborate and win together with their team and cross-functional partners.

Someone who is self-motivated to grow and develop personally and professionally.

As Customer Support Specialists, we understand that every customer is different and what works for some people, won’t necessarily work for others. we adjust accordingly! We’re looking for someone who is not afraid to be challenged and lives by the “what alternatives do I have?” rule. If you’re focused, empathetic, value teamwork; as well as self-growth – we’re looking for you!
Working at Canva
Our culture is unlike anywhere else and we design your #CanvaLife experience to empower you to do the best work of your life.
Whether you’re in the office, working from home or choosing your own adventure, our benefits for permanent Canvanauts include:

Competitive health benefits plans to support you and your wellbeing
Equity packages to truly be a part of the Canva journey
401(k) retirement plan with company contribution to support you
Hybrid work model (in-office & from home)
Flexible leave so you can recharge, give back, support others or focus on your own professional development.
Inclusive parental leave policy that supports all parents and carers throughout their parenting and caring journey.
An annual Vibe & Thrive allowance. This is for you to spend on whatever will support your wellbeing and development.. because you know what you need to Vibe and Thrive, better than anyone.
Virtual and in-office wellness benefits including Canva University, Employee Assistant Programs and Fitness & Meditation Classes.
Canva For Good program matching your not-for-profit donations, Force for Good leave (3 paid volunteering days) and a range of sustainability and ethical initiatives to get involved in.

We make hiring decisions based on your experience, skills and passion. Please note that interviews are conducted virtually. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

Apply Now