2022 Portuguese Bilingual Customer Happiness Email & Chat Specialist (Rolling Intake)

About Canva 

Launched in 2013, Canva is an online design and publishing tool with a mission to empower everyone in the world to design anything and publish anywhere.

Your role 

• Upholds Canva’s core customer service value of customer centricity in order to produce long-term customer loyalty and happiness.
• Paragons all things customer service for our global users through fast, upbeat, and genuine responses across the modalities of chat or email.
• Crafts accurate answers and solutions to customer queries, either under Accounts and Billing, Print Operations or Technical Support
• Orchestrates efficient and optimal customer communication across varying user touch points with our platform.
• Champions patience and empathy when engaging with users, coming from a desire to support them with their positive intentions.
• Collaborates within immediate teams, or other customer happiness verticals for cross-team projects and initiatives.
• Aligns with results-based performance; deeply understands prioritizing key performance indicators as an individual and as a team.
• Is an authentic Canva Ambassador, fully equipped to represent Canva across both internal team communications and external customer engagement.
• Adapts to a 24/7 shifting schedule with an understanding of global customer support.

Training, development & rotations

From their Internal Coaches (think specialists dedicated to your development), to their People Operations team, they all bring unique skills and experiences to their work, but they’re united by their vision: to empower Canvanauts to do the best work of their lives. And they practice what they preach. So when you join the Canva People Team you’ll be encouraged to try new things and be celebrated for your impact, because they care deeply about your experience too.

As they keep growing their global team, they will be continuing to reimagine the future of the global people experience, the vibe, and the impact, and finding new ways for them to create true connections across Canva.

Compensation & benefits

• Flexible Work
  Flexible work arrangements, with the opportunity to come together for connection, community and impact.
• Parental package
  Generous parental leave entitlements that put every family at the heart of the experience.
• Vibe & Thrive
  An annual Vibe & Thrive allowance for you to spend on whatever will support your wellbeing and development - because you know what you need to Vibe and Thrive better than anyone.
• Force for Good
  A focus on being a Force For Good, with community initiatives and programs, and sustainable practices, including carbon-neutral operations.
• Epic recharge
  Celebrate 5 years at Canva with a month off and a budget to support your epic recharge.
• Flexible Leave
  An additional 5 days of paid leave to support our team to balance their work and life commitments.
• Equity
  Equity packages for you to truly be a part of the Canva journey.

Career progression

Canva wants you to challenge and be challenged with exciting opportunities to learn and grow. Every role at Canva is supported by a growth and development framework so you can have an impact every step of the way.

• Craft
  Craft is all about honing your skill set and applying the tools of the trade to solve complex problems and maximize opportunities. How can you be the most effective product designer, product coordinator, engineer, growth marketer, or customer happiness rep at Canva? Each specialty has its own skill-based curriculum.

• Strategy
  At Canva, there are often many different ways you can approach a problem. Strategy is all about solving problems in the most effective way and spotting opportunities to leapfrog the company forward

• Communication
  They’ll help you to develop constructive communication skills. You’ll be supported and help promote sharing within your team and across the company to create alignment and team cohesiveness.

• Leadership and coaching
  Leadership and coaching at Canva mean supporting and empowering others and helping them achieve their goals. On a micro-level, coaching has layers to unfold, from mentoring, and teaching, to affecting developmental change. This pillar is especially critical for anyone leading projects or teams.  

Work-life balance

They believe the best person to know what's right for you, is you.

That's why give you have options in choosing how and when you work through their approach to flexible working. And whether you're a party animal, a true-blue introvert, or somewhere else on the sliding scale, you'll find a range of programs and activities on offer to suit you.

Company culture

It’s hard to explain what makes life at Canva so special, but they’ve boiled it down to two key ingredients: amazing, talented people around the world and a values-driven culture that inspires us to do their best work. 

One thing is for sure, their unique culture plays a huge role in everything you’ll experience. They’re always looking for new ways to make your Canva journey truly magical.

About you

• CEFR B2 level Portuguese or (verifiable) equivalent or higher
• Conversant to fluent in English, both written and verbal
• Strong communication skills, both verbal and written.
• Exposure to customer service and customer-centric environment
• Technical familiarity with spreadsheets, documents, and other materials used within collaborative online platforms
• Team orientation; can deliver individual results through collaboration and with a team goal in mind
• Self-motivation for growth and learning; can proactively put themself outside of their comfort zone
• Adaptability and flexibility; can tackle blockers and challenges with an open mentality and "what-alternatives-do-I-have" demeanor
• Patience, empathy, and integrity complement our core values of Being a Good Human and Being a Force for Good
• Organized and efficient, particularly when it comes to handling volume-inclined workloads
• Amenability to 24/7 shifting schedules, including rotating shifts, weekday rest days, and split-offs

How to apply

To apply for this position, simply click the “Apply” button on this page

While each role, level, and specialty/group is different, the process has four main consistent components:

• Zoom call
• First Interview 
• Take home challenge 
• Final Interview

Source/s:

• lifeatcanva.com
• glassdoor.com