About the Company
Canva is a leading global visual communications platform, on a mission to empower everyone in the world to design anything and publish anywhere. Our platform brings together everything you need to design, edit, and share, from photos and videos to documents and presentations. With millions of users worldwide, we’re building a future where design is accessible to all, fostering creativity and collaboration. Join our diverse and passionate team to make a real impact on how the world communicates visually.
Job Description
Are you a skilled communicator with a passion for helping others? Canva is seeking a dedicated Remote Text Support Specialist to join our global team. In this 100% remote role, you will be the first point of contact for our mobile app users, providing exceptional text-based support, troubleshooting issues, and ensuring a smooth and positive experience with our platform. You’ll work asynchronously and collaboratively with a supportive team, resolving user queries related to features, technical issues, billing, and general inquiries. This is an exciting opportunity for someone who thrives in a fast-paced environment and is eager to contribute to a product used by millions.
Key Responsibilities
- Provide prompt, accurate, and empathetic text-based support to mobile app users via chat, email, and our in-app messaging system.
- Efficiently diagnose and resolve user issues related to app functionality, account management, billing, and content creation.
- Escalate complex technical issues to the appropriate internal teams while maintaining clear communication with the user.
- Document interactions, solutions, and feedback accurately within our CRM system to contribute to knowledge base improvement.
- Act as an advocate for the user, relaying insights and common pain points to product and development teams.
- Stay up-to-date with new product features, updates, and support best practices to provide the most current information.
Required Skills
- Exceptional written communication skills with a friendly and professional tone.
- Proven problem-solving abilities and a keen eye for detail.
- Comfortable navigating and troubleshooting issues within mobile applications (iOS/Android).
- Ability to work independently and manage time effectively in a remote work environment.
- Strong empathy and a genuine desire to help users succeed.
- Basic understanding of common technical concepts and digital platforms.
Preferred Qualifications
- Previous experience in a text-based customer support, technical support, or user success role.
- Familiarity with CRM software (e.g., Zendesk, Intercom) and support ticketing systems.
- Experience working with a global user base or in a tech-driven company.
- A passion for design or familiarity with graphic design tools.
- Ability to speak and write in a second language (e.g., German, Spanish, French).
Perks & Benefits
- 100% remote work flexibility, allowing you to work from anywhere in Australia.
- Competitive hourly wage with opportunities for growth.
- Generous home office stipend for equipment and setup.
- Comprehensive health and wellness programs.
- Learning and development opportunities to expand your skills.
- Vibrant and supportive company culture with regular virtual team events.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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