Head of Service Quality - 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, Australia, but with many of our Canvanauts calling the Philippines home, our office in Manila is a buzzing place. This role is encouraged to be on a hybrid setup so we've created an environment that truly empowers you to thrive.

What You’d Be Doing In This Role

As Canva scales, change continues to be part of our DNA. This role blends strategic leadership with hands-on execution, ensuring that service quality remains exceptional while driving business transformation.

At The Moment, This Role Is Focused On

• Customer Experience Strategy
• Crafting and championing a bold vision to elevate the customer experience across every touchpoint
• Translating insights into impactful strategies that move the needle on CSAT, NPS, and resolution rates
• Collaborating with support, product, content, and learning teams to deliver end-to-end service improvements
• Using performance data, AI signals, and customer feedback to refine and evolve our service quality approach
• Digitalisation of Quality Assurance
• Leading the digital transformation of our quality assurance function, scaling Auto QA to audit thousands of tickets
• Turning automated insights into continuous improvements that delight our customers
• Driving adoption of AI solutions across service teams to boost efficiency and consistency
• Championing automation to enhance team productivity and deliver standout service moments
• Operational Excellence
• Overseeing Canva’s global service quality program with a focus on consistency and scale
• Implementing streamlined processes that raise the bar on quality and digital performance
• Monitoring KPIs and service metrics to guide strategic decisions and improvements
• Talent Development & Team Empowerment
• Empowering your team with clear goals, timely feedback, and growth-focused coaching
• Nurturing high performance through skill development, learning, and inspiration
• Leading with empathy and clarity through change, helping your team thrive in transformation
• Embodying Canva’s Values
• Living and leading through Canva’s values — empowering others, celebrating diversity, and championing creativity
• Cultivating a safe, inclusive, and ambitious culture where everyone can do the best work of their lives
  

You're Probably a Match If

• You’ve demonstrated success in improving customer experience metrics and leading large operational teams
• You have a proven track record of boosting CSAT, NPS, and resolution time in complex service environments. You’re operationally strong and comfortable managing quality in fast-paced, high-volume support settings
• You bring extensive experience in scaling and leading high-performing, diverse teams through transformation
• Your strategic, analytical, and leadership skills are paired with a genuine passion for nurturing talent and creating high-impact cultures
• You have a bias for action and aren’t afraid to roll up your sleeves to get into the detail
• You’re skilled at navigating periods of rapid growth and operational complexity, and you know how to design and deploy digital strategies that solve big challenges
• Most of all, you’re proactive and forward-thinking — always anticipating what’s next and preparing your team to thrive in it
  
  
  

About The Team

The Global User Voice Enablement Group is on a mission to delight users in every interaction with Canva by empowering every specialist to deliver outstanding support. This team plays a crucial role in ensuring Canva’s knowledge base and support content remain world-class, helping users find solutions independently and efficiently.

What's in it for you?

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

Here's a Taste Of What's On Offer

• 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, office setup & more
• Flexible leave options that empower you to be a force for good, take time to recharge and supports you personally
  
  
  

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. 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.