Company Description
Join the team redefining how the world experiences design.
Kamusta, 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. Whether your role needs you in the office, at home or a bit of both, we've created an environment that truly empowers you to thrive.
What you’d be doing in this role
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 Chatbot.
Global User Voice Enablement's aim is to delight users in every interaction with Canva, by empowering every speciality. The group covers Content Operations, Specialist Support Experience, Service Quality, Vendor Partnership, Training, and Workforce Management.
This role is a fixed, six month backfill opportunity.
Job Description
What you’ll do
As a Content Designer in the Global User Voice Enablement group, you'll be part of the Content Operations team and bring design thinking into the customer service space.
- Content design: You’ll use your writing skills and user experience principles to craft UX copy that empowers our users to self-help, and our customer happiness specialists to solve issues quickly. You’ll also work with the rest of the content design team to tackle problems we’re all facing, so we can continue to build a robust, thriving specialty within User Voice and across Canva.
- Strategy: User Voice has a complex ecosystem of content across many channels. You'll use your head for strategy to connect the user experience together with the right information, at the right time, to the right person.
- Results: Your frictionless and friendly copy isn’t just for show – it’ll move the needle on the metrics that matter at Canva and within User Voice like contact rate, CSAT and successful self-help sessions.
- Collaboration: You’ll bring design, PMs, engineers, researchers, and the Content Operations team together in your group and across the supergroup to find the best solutions for our users.
Qualifications
What we're looking for
- You’re a mid-level Content Designer who’s got a proven track record of solving complex problems, ideally in the tech/SaaS industry. This means you have at least 2-3 years of content design or UX writing experience.
- You’re interested in the interplay of self-help and support and how content design can improve the experience.
- You’ve got a love for qualitative and quantitative research and usability testing and aren’t afraid to dive in and deeply understand some of our top contact drivers.
- You're also excited by the opportunity to contribute to a rapidly growing and critical function of Canva and recognize the impact that can come from improving the help experience for millions of people around the world.
- You have incredible UX writing skills and an impressive content design portfolio, and are a stickler for brand voice, consistency and style. You know the right tone to use when people feel stuck or have an issue.
- You know how to work independently, but you also love collaborating with people from different disciplines and sharing the power of content design.
- You’ve got a good balance between big-picture thinking and nailing the details.
- You’re not afraid of complex problems – in fact, that’s where you thrive.
- You know how to get buy-in from key stakeholders. You’ve got a track record of bringing people on the journey with you – they know what’s changing and why.
- You like to move quickly, and aren’t afraid of fast growth and rapid change. Canva is growing faster than you can imagine – which means solutions that worked 6 months ago might break. You’re up for that challenge.
- You know how to prioritize ruthlessly and handle responsibilities for a wide number of projects – focusing your attention on the areas that matter most.
Additional Information
About the Role
Content design is on a mission to help our users fulfill their goals with clarity and joy.
We’re looking to achieve this by building an amazing content design team with a culture of clear and crisp writing. Our focus is on systems, not just sentences. We create and improve flows, not just the words. We seek to have a deep impact on key areas, not just shallow impact everywhere.
Content design is a small and growing part of our Design specialty. Canva sees content as a crucial part of its ongoing success – and we’re really focused on improving our content experience. We have a fun, human voice that we want to do a better job of getting across to our users, instead of, you know, “generic UX writing” voice.
We’re passionate about working together to create the future of content design at Canva; it’s not a top-down approach. Your opinion matters! You’ll also get lots of support from the diverse content team across the business. As soon as you arrive, we’ll be saying “Thank goodness you’re here!”
The content design specialty collaborates closely with PMs, Designers, Engineers and Design Researchers to identify solutions that prioritize our users’ needs.
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.
