Director of Customer Services, Print

2 weeks ago

Austin, Texas, United States Airtree Ventures Full time

???? **Privacy Notice**

**Director of Customer Services, Print**

Austin / Operations Print Operations / Full-time *Were constantly working towards making Canva the best place to work, for everyone. We believe deeply that bringing together diversity of thoughts, perspectives and expression is key for building the best product for our equally diverse community all around the world. We celebrate uniqueness and whatever makes you, you and encourage everyone who wants to help us transform the way the world designs, to join us on this journey. We value all different types of experiences. If you dont think you quite meet all of the qualifications, wed still love to hear from you.*

At Canva, our mission is to democratise design and empower creativity for anyone and everyone, on every platform. Inspired by a team of talented thinkers, an amazing culture and a remarkable growth trajectory were out to change the world, one design at a time.

Since launch in August 2013, we have grown exponentially, amassing over 60 million monthly active users across 190 different countries who have created more than 6 Billion designs. We are one of the worlds fastest-growing technology companies and we have only achieved about 1% of what we want to do.

**About the Team**

The Print & Partnerships group is building the best creation tool in the world for print products and unleashing the power of Canva via print and digital partnerships (Canva for Partners) with the worlds leading organizations Growing Canva Print has become a key goal this year and our group is doubling down on doing a wide range of new product initiatives to drive the teams growth while developing e-commerce foundations to accelerate Canvas vision to empower the world to truly design anything, and publish anywhere.

Weve seen incredible growth and we are rapidly scaling in this space, but there is a whole lot more to do to achieve our vision and so we are looking for a product designer to join us and help propel us towards our mission.

**About the Role**

Canva is searching for a talented Global Head of Customer Happiness who will lead us through the hypergrowth and expansion of our Print business. Until now, our customer happiness function has been a shared support structure across the business, but with our revenue, customer, and team growth, were looking for a first hire in this space to be a hands-on leader and build a truly world-class support function for Print. Youll be leading a critical customer-facing team and collaborating internally across all teams. Youll have a unique position to influence not only Prints Customer Happiness strategy but Canva's larger Customer Happiness strategy as a whole.

As the Head of Customer Happiness, you will grow, manage, and scale our support team. Youll own the strategy, planning, and execution of the Prints overall customer service vision. You will focus on putting in place the organization, metrics, systems, and processes needed to scale and you will serve as an escalation point for customer issues while helping drive retention, loyalty, and advocacy among our customers. As a leader on this team, you will also identify, scope, and drive strategic operations initiatives around centralization, operational excellence, technology investment, and special projects, ensuring the team meets our crazy big goals. **What we're looking for:**

+ Proven leader who has played an instrumental role in building, leading, and growing a high-performing customer support organization.

+ Extensive experience working with in-house and outsourced global support teams.

+ 8+ years of progressive customer support experience in high-growth companies, preferably within the e-commerce or retail industry.

+ Experience in E-commerce physical product fulfillment in a global setting is a requirement

+ Bias toward action; understands what it means to move fast, pivot, have a growth mindset, collaborate cross-functionally, and bring people together towards a common goal.

+ Natural empathy for the customer while understanding how to balance communication-based on the priorities and capabilities of the company.

+ Demonstrated experience establishing robust metrics and analysis (workforce planning, productivity, SLAs, CSAT, and KPIs) and leveraging for continuous improvement.

+ Demonstrate strategic thinking and analytic skills (including problem-solving), as well as the ability and confidence to draw conclusions, formulate recommendations, and partner with colleagues to implement findings.

+ Able to handle multiple tasks, demonstrates flexibility in readiness to prioritize and maintain a result orientation.

**What you'll do:**

+ Lead the Canva Print Customer Happiness team

+ Responsible for organization team structure and any outsourced CS third-party facilities.

+ Design, oversee implementation, analyze, communicate, and promote any improvements to our current processes and develop new ones as they arise.

+ Understand, plan, develop and implement improved processes and procedures from user insights as appropriate, and also provide customer-focused input to product, operations, and marketing.

+ Champion insights, promote, and circulate using a variety of tools such as executive summaries, presentations, and project plans.

*We make hiring decisions based on your experience, skills and passion. If youre keen to apply and need reasonable adjustments or would like to note which pronouns you use at any point in the application or interview process, please let us know.*

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