Customer Experience Manager

What you’ll do (responsibilities)

You'll create and execute the support strategy that makes Korean users feel like Canva was built just for them. Here's what that looks like

• Own your market's support strategy: Define what truly local means for South Korea - grounded in user insights and aligned with global User Voice processes.

• Execute your strategy: Drive the execution of your service strategy while working with local and global teams, influencing planning cycles and leading cross-functional implementation across User Voice and the wider Canva organisation.

• Drive measurable service improvements: Reduce customer effort, increase satisfaction, and open support channels that meet Korean users where they are.

• Make support feel truly local: Audit help content, chatbot responses, and specialist communications to ensure they reflect local styles, norms, and expectations. Partner with teams to systematically improve quality.

• Become the expert on Korean users' voices: Advocate for user insights, ensuring feedback loops inform priorities, planning, and decision-making across Canva.

• Bridge local and global teams: Translate country priorities into support initiatives, and User Voice capabilities into outcomes that matter for Korean users.