Content Operations Lead – 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. 

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. This role is encouraged to be on a hybrid setup so we’ve created an environment that truly empowers you to thrive.

What you’d be doing in this role

In this role, you’ll be the driving force behind content delivery, leading a team of writers based in Manila. You’ll streamline content workflows, maintain high content quality, and ensure users and support specialists get the right information at the right time, in the right place.

The Content Operations team plays a critical role in making help content easy to find, AI-ready, and actionable—so users can quickly self-serve answers, and our Customer Happiness Team (CHT) specialists can confidently support them. Whether it’s through Help Center articles, AI-powered chatbots, an internal knowledge base, or pre-written email and chat responses, Content Operations ensures that support content is clear, consistent, and scalable across all channels.

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.

At the moment, this role is focused on:

• Lead and empower a team of writers to create impactful content that enhances user experiences and aligns with strategic goals; Coach and develop team members, fostering a growth mindset and creating opportunities for learning and professional development
• Oversee content operations from start to finish, ensuring smooth workflows, seamless execution, and top-notch quality at every step
• Drive execution and project management by prioritizing key content initiatives, managing projects with agility, and ensuring deliverables meet evolving business needs
• Optimize processes to enhance efficiency, scalability, and impact—continually refining content workflows for better quality and effectiveness
• Keep content on track by managing delivery calendars and launch roadmaps, ensuring every project is executed on time
• Uphold and elevate content quality standards, ensuring accuracy, consistency, and alignment with best practices
• Drive continuous improvement by leveraging insights, identifying opportunities for growth, and implementing new strategies to enhance content and operational effectiveness.
• Collaborate with stakeholders, keeping teams and leadership informed on progress, roadblocks, and key milestones; and lead through change, advocating for adaptability, guiding teams through evolution, and fostering a culture of resilience and innovation
• Leverage insights to monitor and improve content production, efficiency, and quality—ensuring the team operates at its highest potential

You’re probably a match if:

• You have extensive experience in content operations, knowledge management, or customer support content strategy.
• You’re passionate about helping users succeed and thrive on building content that makes self-service experiences seamless.
• You’re a natural leader who can coach, mentor, and inspire a team to deliver impactful content at scale.
• You have a strong analytical mindset, using data and insights to guide decisions and optimize content performance.
• You thrive in fast-paced environments and can adapt quickly to change while maintaining a high standard of work.

About the team

The Global User Voice Enablement Group is on a mission to delight users in every interaction with Canva by empowering every specialist to deliver outstanding support. This team plays a crucial role in ensuring Canva’s knowledge base and support content remain world-class, helping users find solutions independently and efficiently.

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 range of benefits to set you up for success both 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.

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