Service Operations Team Lead

Job Description

About the Group/Team

Help and support, especially at scale, is a complex and exciting problem space. With a mission of “Every user empowered, every voice heard”, Canva’s User Voice super group is the critical interface to our most valuable partners; our users. We want to ensure that they have a flawless experience while using Canva products as we scale our way to support 1 billion users. Our teams are responsible for unlocking how we can deliver exceptional customer experience through streamlined and scalable systems, an optimized contact flow, expert support specialists, customer insights, plus tools to enable self-help such as our Help Center, Assistant and chat experience.

Join Canva's Specialist Operations Group – the operational heartbeat of User Voice. Be the face of a platform that's beloved and utilised by over 150 million people across the globe

We're wholly dedicated to our users’ happiness - it's the fuel to our fire, shaping our mornings and guiding our workdays. Each interaction is seen as a unique opportunity to foster satisfaction, cultivate loyalty, and showcase our unwavering commitment to exceptional customer service.

We're not merely in the business of offering customer service - we're in the business of delivering customer delight. We're on the hunt for like-minded individuals who echo our vision for top-tier customer support experience and can seamlessly disseminate this value throughout our organisation. Join the Specialist Operations Group and become an integral voice within Canva.

About The Role/Specialty

The Coach (C) is responsible for managing day-to-day operations, supporting team development, driving operational execution, and ensuring alignment with organizational goals and strategies. The role requires practical expertise, leadership capabilities, and a focus on building high-performing teams from a micro level. Coaches are vital in facilitating growth, driving results through others, and fostering collaboration across teams.

The Coach (C) role is a foundational leadership position focused on managing the teams daily operations and execution. This role ensures that workflows run smoothly, goals are met, and team members are supported in their roles. Coaches at this level are hands-on, actively involved in day-to-day decision-making, task prioritization, and fostering a productive and positive work environment.

The C Coach plays a critical role in facilitating individual and team growth, driving results through others, and promoting collaboration across teams to achieve shared objectives.

What You’ll Do (responsibilities)

Daily Operations Management

• Oversee task allocation, queue management, and operational workflows to ensure smooth execution and achievement of daily, weekly, and monthly goals.
• Monitor team performance metrics and ensure alignment with organizational priorities.
  
  
  

Team Support and Development

• Conduct regular one-on-one meetings to provide actionable feedback, address performance gaps, and support the growth and development of team members.
• Create a supportive environment that fosters collaboration, accountability, and continuous improvement.
  
  
  

Execution of Operational Strategies

• Implement and execute strategies at the team level to meet organizational objectives.
• Adapt plans and priorities as needed to address changes or challenges, ensuring alignment with overall goals.
  
  
  

Process Improvement

• Identify inefficiencies in workflows and propose or lead initiatives to improve processes and tools.
• Simplify complex challenges to drive operational efficiency and effectiveness.
  
  
  

Knowledge Sharing and Training

• Facilitate training sessions, refresher courses, and onboarding activities to maintain and enhance team skills and capabilities.
• Share expertise to build team knowledge and confidence in their roles.
  
  
  

Collaboration and Communication

• Build strong relationships with cross-functional stakeholders to achieve shared objectives.
• Foster open and constructive communication within the team and with other departments to address challenges and opportunities effectively.
  
  
  

Key Competencies And Skills

• Leadership and Team Building: Develops and supports team members, fostering a positive and collaborative environment while driving accountability and performance.
• Operational Expertise: Skilled in managing workflows, prioritizing tasks, and addressing daily operational challenges to meet team objectives.
• Problem-Solving: Anticipates challenges, simplifies complex issues, and implements practical solutions to ensure smooth team operations.
• Communication and Collaboration: Demonstrates strong interpersonal skills, adjusting communication styles as needed and building strong working relationships across teams.
• Adaptability and Resilience: Handles change and ambiguity effectively, re-prioritizing tasks and maintaining stability during shifting circumstances.
  
  
  

What We're Looking For

• Experience managing daily team operations with a focus on task prioritization, performance monitoring, and strategy execution.
• Proven ability to develop and empower team members, fostering a collaborative and high-performing culture.
• Strong organizational and problem-solving skills, with a focus on improving processes and addressing challenges proactively.
• Excellent communication skills, with the ability to collaborate across teams and effectively share information.
• Ideal Candidate: The ideal candidate for the C Coach role thrives in a hands-on leadership position with a focus on operational excellence, team development, and fostering a positive and productive work environment. They are skilled at managing daily team workflows while aligning activities with organizational goals and driving meaningful results.
  
  
  

Additional Information

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 stack of benefits to set you up for every success 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.