Customer Service Operations Expert (Spanish)

Canva
Philippines
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Cross-cultural communication","Ownership","Collaboration","Process improvement","Communication"]

Own escalated Spanish-language support tickets end-to-end for Canva users across email, chat, and phone, handling bugs, incidents, and complex cases. Provide phone support and interpretation between Spanish-speaking users and CPSET reps, progressing toward independent call ownership. Investigate recurring issues, improve multilingual workflows, and evaluate translation tooling output to raise quality. Partner with the High Sensitivity and Escalations Multilingual Team to ensure no issues fall through the cracks.

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Canva
Canva
14 hours ago

Customer Service Operations Expert (Spanish)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live
Reposted: similar role first listed 17 hours ago

Job Summary

Own escalated Spanish-language support tickets end-to-end for Canva users across email, chat, and phone, handling bugs, incidents, and complex cases. Provide phone support and interpretation between Spanish-speaking users and CPSET reps, progressing toward independent call ownership. Investigate recurring issues, improve multilingual workflows, and evaluate translation tooling output to raise quality. Partner with the High Sensitivity and Escalations Multilingual Team to ensure no issues fall through the cracks.
Location: Philippines
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Own escalated email, chat, and phone support tickets from Spanish locales in Zendesk end-to-end, including bugs and incidents.
  • •Provide phone support and language interpretation between Spanish-speaking users and CPSET reps, building toward independent call ownership as training expands.
  • •Investigate root causes behind recurring issues and help the Multilingual Team find smarter, faster ways of working.
  • •Evaluate translation tool output and flag improvement opportunities to sharpen Spanish-language support quality.
  • •Partner with teammates across the High Sensitivity and Escalations subgroup so Spanish-speaking users’ issues don’t fall through the cracks.

Pay and Benefits

Perks:EquityParental LeaveWellness Stipend

Key Requirements

  • •Spanish at CEFR B2 level or above, able to hold natural phone conversations and read/write precisely to own complex tickets end-to-end.
  • •Fluent English with strong cross-cultural communication instincts.
  • •Experience in customer support, escalations, or service-recovery roles, ideally using ticketing tools like Zendesk.
  • •A translator’s eye for language nuance and quality to evaluate and improve automated translation output.
  • •Comfort with ambiguity and ownership mindset in complex cases, plus genuine collaboration and curiosity about improving processes.
Experience:Customer supportService recoveryMultilingual supportEscalations
Skills:Cross-cultural communicationOwnershipCollaborationProcess improvementCommunication
Languages:SpanishEnglish
Tech Stack:Zendesk

Company Brief

Canva
Canva is an online visual communications platform that provides drag-and-drop design tools, templates, and media assets for creating presentations, social media graphics, videos, documents and more, serving individuals and large enterprises globally.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Scaleup
Valuation: Decacorn (USD 10B+)
Funding: Series E+
Headquarters: Surry Hills, New South Wales, Australia
Founded: 2012
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