Premier Social Media Support Lead - Customer Happiness

What you’ll be doing...

• Upholding and living by the Canva values
• Leading a team that is actively and creatively supporting our users on Canva’s social media accounts ensuring that everyone enjoys a tailored and positive user experience.
• Conduct effective coaching, individual or group discussions with members to set clear goals and expectations, monitor performance and provide constructive feedback with action-driven next steps
• Tailor-fit coaching styles effectively to different working styles of team members 
• Take full responsibility for the overall output of the team 
• Drive the team to realign focus on what’s important for the business
• Actively remove blockers that hinder members to achieve individual and team goals
• Tie up different people with diverse skill sets and drive them to become a high performing team
• Challenge and stretch team members to help them pursue their career aspirations while maintaining alignment with business goals
• Uphold Canva’s core customer service value of customer centricity in order to produce long-term customer loyalty and happiness.
• Collaborate within immediate teams, or other customer happiness verticals for cross-team projects and initiatives.
• Align with results-based performance; deeply understand prioritizing key performance indicators as an individual and as a team.
• Be an authentic Canva Ambassador, fully-equipped to represent Canva across both internal team communications and external customer engagement.

You’d love this role if…

• You’ve had significant and relevant experience in supporting customers across different social media platforms.
• You are an effective problem-solver and resolve problems to make others feel that their concerns are valid.
• You have knowledge and understanding of Sprout Social - Canva’s primary tool for social media engagements.
• Have exceptional communication skills, both verbal and written.
• You have exposure to a customer centric environment
• Can deliver individual results through collaboration and with a team goal in mind
• Self-motivation for growth and learning; can proactively put themself outside of their comfort zone
• Adaptability and flexibility; can tackle blockers and challenges with an open mentality and “what-alternatives-do-I-have” demeanor
• Patience, empathy and integrity to complement our core values of Be a Good Human and Be a Force for Good
• Amenability to 24/7 shifting schedules, including rotating shifts, weekday rest days and split offs
• Direct customer service experience within email and chat support is a huge plus!

What are we looking for:

• At least 5-years leadership experience in customer service managing a high-performing team
• Social Media Support Management experience is a huge plus!
• Previous experience handling both email and chat transactions
• Experience leading a team during a rapid growth phase 
• In-depth knowledge of customer service principles and practices, software, and other relevant systems and tools
• Proven track record of meeting and exceeding targets, and leading with a bias for continuous improvement
• Ability to think strategically and solve problems
• Proven ability to influence, energise, develop and drive change
• Grace under fire: ability to present in front of large groups, navigate through ambiguity, and demonstrate composure in stressful situations
• How to engage with Canva's social media users in a creative and personal way
• Experience supporting social media sites with more than a million followers.