Disputes and Fraud Lead (Customer Service)

Job Description

Join the team redefining how the world experiences design.

Hey, g’day, mabuhay, kia ora, 你好, hallo, vítejte!

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

Our flagship campus is in Sydney. We also have a vibrant office in Manila, where many Canvanauts thrive in a buzzing hybrid environment. That means some days you’ll be at home and some days in the office.

This role's schedule will be on a 7am to 4pm shift, Monday to Friday.

What You’d Be Doing In This Role

You’ll be central to managing investigations and resolving inquiries related to payments, subscriptions, and fraud, handling escalations, refining processes, and driving operational excellence. Everything you do helps ensure our users can seamlessly and safely access the right Canva products for them, including paying without friction or error.

As Canva scales, change continues to be part of our DNA – and that’s all part of the fun. So while this gives you the flavour of the role today, it will likely evolve.

At The Moment, This Role Is Focused On

• Keeping the customer experience at the heart of every policy and operational decision, always leading with empathy.
• Jumping into revenue operations or fraud investigation queues when needed, ensuring timely outcomes and clear follow-ups.
• Coaching and managing a dynamic team by unblocking day-to-day challenges, supporting their growth, and handling escalations with empathy and care.
• Handling escalated and ad-hoc inquiries through internal channels with a curious and investigative mindset.
• Bridging communication between Customer Happiness Team and Revenue Platform, creating a culture of transparency and knowledge sharing.
• Partnering closely with Product Managers and Engineering Leads in Revenue Platform to ensure seasonal goals are tightly aligned across the business.
• Regularly presenting progress and initiatives to key stakeholders to keep everyone aligned and inspired.
• Owning your individual goals while contributing meaningfully to broader team success each season.
  
  
  

You’re probably a match if

• You have solid knowledge of and extensive experience in payments, subscriptions, or fraud operations, partner it with customer service operations experience
• You solve complex problems with sound judgment, applying existing practices or building new ones where needed
• You work independently but collaborate well, using experience and initiative to drive outcomes
• You build strong, inclusive relationships across diverse teams, stakeholders, and vendors
• You’re a clear communicator who brings alignment across moving parts
• You stay organised and focused in fast-paced, loosely defined environments
• You’re outcome-driven, always tying your work to team and company goals
• You adapt quickly, remain flexible, and lead teams through change with clarity and care
  
  
  

About The Team And The Role

The Revenue Fraud team sits within the Revenue Platform Group, on a mission to protect Canva and our community by building industry-leading, scalable fraud solutions. As a Fraud and Dispute Lead aka Service Operations Team Lead, you’ll work closely with the Product Manager and Team Engineering Lead for Revenue Fraud, as well as collaborate across the wider Revenue Platform.

What’s in it for you?

Benefits

Achieving our crazy big goals motivates us to work hard – and we do – but you’ll experience lots of moments of magic, connection, and fun woven throughout life at Canva, too. We also offer a range of benefits to set you up for success:

• Equity packages – we want our success to be yours too
• Inclusive parental leave policy that supports all parents & carers
• An annual Vibe & Thrive allowance to support your wellbeing, social connection, and home office setup
• Flexible leave options to recharge and be a force for good
  
  
  

Check out lifeatcanva.com for more info.

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. Please share your pronouns and any accessibility needs when applying. Even if your experience doesn’t match all the qualifications – we’d still love to hear from you!

Interviews are conducted virtually.