The Customer Experience Manager at Canva will be responsible for creating and executing a localized support strategy tailored to Korean users, ensuring that the experience feels as if Canva was built specifically for them. This role involves owning the South Korea market's support strategy, driving execution in collaboration with local and global teams, and continuously improving service quality based on user insights and feedback.
Responsibilities
- Own your market's support strategy: Define what truly local means for South Korea - grounded in user insights and aligned with global User Voice processes.
- Execute your strategy: Drive the execution of your service strategy while working with local and global teams, influencing planning cycles and leading cross-functional implementation across User Voice and the wider Canva organisation.
- Drive measurable service improvements: Reduce customer effort, increase satisfaction, and open support channels that meet Korean users where they are.
- Make support feel truly local: Audit help content, chatbot responses, and specialist communications to ensure they reflect local styles, norms, and expectations. Partner with teams to systematically improve quality.
- Become the expert on Korean users' voices: Advocate for user insights, ensuring feedback loops inform priorities, planning, and decision-making across Canva.
- Bridge local and global teams: Translate country priorities into support initiatives, and User Voice capabilities into outcomes that matter for Korean users.
Requirements
- 5+ years in customer experience, support operations, or related strategic roles in tech/SaaS companies with demonstrated impact on support strategy and execution.
- Proven track record in launching 0 to 1 initiatives that drive measurable impact. You’ve built strategies and actions from scratch and can show results.
- Strong problem solver with excellent judgement, able to navigate ambiguity, make sound decisions, and deliver outcomes even with constrained resources.
- Exceptional communicator and storyteller, able to simplify complex ideas, create shared understanding across all levels, and build momentum.
- Can work independently while loving collaboration across functions. Are a team player committed to collective success and Canva's mission.
- Comfortable rolling up your sleeves and getting into the details when needed, while still maintaining a clear strategic perspective.
- Thrive in a fast-paced, ever-changing environment and can adapt quickly while maintaining a proactive approach.
- Native Korean speaker with fluent verbal and written communication skills in English to enable effective communication with internal stakeholders and external customers.
Compensation
Not specified. Equity: Not specified. Not specified
Work Arrangement
Remote (Country) — South Korea — Not specified
