Vendor Management Specialist - 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.

What You’d Be Doing In This Role

As Canva scales change continues to be part of our DNA. But we like to think that's all part of the fun. So this will give you the flavour of the type of things you'll be working on when you start, but this will likely evolve.

As a Service Vendor Management Specialist, you'll play a pivotal role in ensuring the smooth operation of our BPO partners. This position offers an excellent opportunity to grow into a BPO operations expert, focusing on solving real-world challenges, managing escalations, and driving process improvements.

You will work closely with internal teams and external partners, supporting tasks like access provisioning, queue management, and performance reporting. Your contributions will directly enhance our ability to deliver best-in-class support, ensuring Canva’s mission of empowering the world to design is upheld.

At The Moment, This Role Is Focused On

• Assisting in managing vendor escalations, queue movements, and roster updates to ensure daily operations run seamlessly.
• Collaborating with internal IT and workforce teams to troubleshoot vendor access and performance-related challenges.
• Supporting the preparation of key operational reports and participating in weekly performance meetings.
• Facilitating onboarding and offboarding processes for vendor staff while maintaining accurate records.
• Monitoring service-level adherence and highlight improvement areas during team reviews.
• Providing administrative support for vendor travel, team celebrations, and cross-team/group/supergroup shadowing initiatives.
  
  
  

You're Probably a Match If

• You are a proactive problem-solver with a bias toward action and excellent critical thinking skills.
• You have strong interpersonal and communication abilities, with a knack for simplifying complex information.
• You are adaptable and eager to learn, who thrives in a fast-paced, collaborative environment.
• You have a keen eye for detail and a passion for process improvement.
• You have strong organisational and time-management skills.
• Familiarity with data tracking tools (e.g., Excel, Google Sheets) is a plus.
• Prior experience in support operations or vendor management is preferred but not required.
  
  
  

About The Team

At Canva, UserVoice is at the heart of delivering exceptional support experiences for our global community. As part of the Global UserVoice Enablement group, the Service Vendor Management team partners closely with external Business Process Outsourcing partners (BPOs) to ensure our support operations meet the highest standards. We collaborate with various teams inside and outside of UserVoice to provide seamless assistance, empowering our users to achieve their creative goals effortlessly.

Our mission is to elevate vendor partnerships, optimise support processes, and ensure our support operations scale efficiently as Canva grows. Together, we create impactful solutions that enhance user satisfaction and strengthen the reliability of our support ecosystem.

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.