Remote Customer Experience Manager

Company Overview:
Canva is a leading design and remote work culture champion, empowering teams to create stunning visual content effortlessly. Our distributed team thrives on collaboration and innovation, with a strong emphasis on work-life balance and flexibility. We believe in the power of remote work to drive creativity and productivity.

Position Summary:
As a Remote Customer Experience Manager at Canva, you will lead a team of remote customer support professionals to deliver exceptional service to our users across the USA. You will play a key role in shaping customer satisfaction strategies, optimizing processes, and fostering a customer-centric culture within the team.

Key Responsibilities:
- Manage and coach a team of remote customer support agents to ensure high-quality service delivery
- Develop and implement customer experience strategies to drive customer satisfaction and retention
- Analyze customer feedback and data to identify trends and areas for improvement
- Collaborate with cross-functional teams to enhance product features and user experience
- Monitor team performance metrics and KPIs to drive continuous improvement

Required Qualifications:
- 3+ years of experience in customer support or customer experience management
- Proven track record of leading remote teams to achieve performance targets
- Strong communication and interpersonal skills for remote collaboration
- Ability to adapt to a fast-paced, remote work environment
- Proficiency in remote team management tools and customer support platforms

Technical Requirements:
- Dedicated home office space with high-speed internet connection
- Ability to work flexible hours to accommodate different time zones within the USA
- Proficient in using virtual collaboration tools such as Slack, Zoom, and Google Workspace

Desired Skills:
- Experience in the SaaS or tech industry
- Knowledge of design tools or graphic design principles
- Certification in customer experience management

Compensation & Benefits:
Competitive annual salary range: $70,000 - $90,000, commensurate with experience
- Home office stipend or equipment provided
- Flexible working hours with consideration for different time zones
- Virtual onboarding process with comprehensive training
- Remote team collaboration tools like Slack and Asana
- Regular communication channels for seamless interaction
- Virtual team building activities to foster team spirit
- Occasional travel requirements for team meetups (once travel is safe)

How to Apply:
To apply for the Remote Customer Experience Manager position at Canva, please submit your resume and a cover letter highlighting your relevant experience and remote work capabilities. We look forward to welcoming you to our remote-first team!