Senior Social Media User Insights Expert - Remote

Overview

As a Senior Social Media User Insights Expert at Canva, you will contribute to redefining user experience by monitoring and analyzing user feedback across various Chinese social media platforms, ensuring customer satisfaction, and supporting product improvements.

In Short

• Monitor public opinions on major Chinese social media platforms.
• Gather and analyze user insights to identify trends and feature requests.
• Provide excellent customer support and build relationships with users.
• Handle urgent user issues and escalate as necessary.
• Collaborate with cross-functional teams to resolve escalated issues.
• Drive process optimization and enhance customer experience.
• Analyze and synthesize unstructured feedback into actionable insights.
• Maintain a positive brand image through empathetic customer interactions.
• Embody Canva's values as an ambassador within the team.
• Complete ad hoc tasks as assigned.

Requirements

• 3-5 years of customer service experience, particularly in social media management.
• Strong expertise in Chinese social media platforms.
• Excellent analytical and synthesis skills.
• Fluent in Mandarin Chinese and English.
• Strong communication skills, both inbound and outbound.
• Ability to thrive in dynamic environments.
• Expertise in critical thinking and problem-solving.
• Skilled in tracking and escalating user issues.

Benefits

• Equity packages to share in the company's success.
• Inclusive parental leave policy.
• Annual Vibe & Thrive allowance for wellbeing and social connection.
• Flexible leave options for personal recharge.