Enterprise Admin Specialist - North America - Remote

Overview

This role is for a dedicated, in-region customer support team specifically tailored for Enterprise Admins. The Enterprise Admin Specialists are case managers who strongly focus on owning and resolving support tickets, ensuring a flawless experience for users.

In Short

• Provide high-quality support to Enterprise Admins managing complex support tickets.
• Schedule and conduct Zoom or phone calls with Admins for live support.
• Collaborate with Sales and Customer Success Managers for back-office support.
• Build expert-level knowledge of Canva’s enterprise tools and systems.
• Support process innovation by identifying inefficiencies and recommending improvements.
• Contribute to internal projects and knowledge base updates during lower ticket volume.
• Deliver support services primarily during local business hours with flexibility.
• Maintain communication with Sales and Success teams for effective customer support.
• Participate in a Strategic Pod Support program to enhance customer retention.
• Provide feedback for continuous improvement of the Pod Support experience.

Requirements

• Specialized technical knowledge and proactive problem-solving skills.
• Excellent communication skills, with fluency in Spanish or Portuguese preferred.
• Ability to handle complex customer issues with empathy.
• Flexibility to adapt to changing demands in a fast-paced environment.
• Team spirit and effective collaboration with Sales & Success teams.
• Strong attention to detail and willingness to learn.
• Initiative and self-starting attitude with minimal supervision.
• Ability to manage multiple tasks efficiently.
• Eagerness to learn and grow within the role.
• Experience in enterprise software support is a plus.

Benefits

• Opportunity to work in a dynamic and supportive team environment.
• Access to continuous learning and professional development.
• Flexible work arrangements to accommodate customer needs.
• Be part of a mission-driven company focused on user empowerment.
• Engagement with a diverse range of customers and challenges.