Customer Service Operations Expert (Spanish)

Canva; Makati; On-site; PHP 480,000 - 720,000; Full time

Benefits offered by this job

Equity packages

Parental leave

Vibe & Thrive allowance

Flexible leave options

Job summary

Canva in Manila seeks a Customer Service Operations Expert (Spanish) to own escalated tickets across email, chat, and phone, delivering calm, high-quality support in Spanish. You’ll work within Canva’s Multilingual Team under Specialist Operations, contributing to process improvements and translation tooling while partnering with colleagues to ensure no Spanish-speaking user is left unattended.

Fluency in Spanish (CEFR B2+) and English, plus prior Zendesk experience, will help you excel in this

Qualifications

• Experience in customer support, escalations, or service-recovery roles.
• Familiarity with Zendesk or similar ticketing systems.
• Strong language nuance and translation quality assessment.
• Ability to own complex, end-to-end support cases.

Responsibilities

• Own escalated tickets end-to-end via email, chat, and phone.
• Provide phone support and interpretation between Spanish-speaking users and CPSET reps.
• Help improve processes and translation tooling for faster, smarter workflows.
• Evaluate translation outputs to improve quality of Spanish-language support.
• Collaborate with the High Sensitivity and Escalations team to ensure no Spanish-speaking issue is overlooked.

Skills

Spanish language (CEFR B2)

English fluency

Zendesk experience

Tools

Zendesk

Job description

Customer Service Operations Expert (Spanish)

• Full-time
• Recruitment type: Permanent

Join the team redefining how the world experiences design.

Thanks for stopping by. We know job descriptions can feel a bit formulaic sometimes, but we promise Canva is anything but. If you're drawn to what we're building and you see yourself in this role, we'd love to hear from you.

Where and How You Can Work

This role is based in our Manila office — one of Canva's key global hubs and the home of our Specialist Operations team. We believe in working where you do your best thinking, and our team supports flexible arrangements while staying connected to a high-energy, collaborative space.

What You'd Be Doing in This Role

Canva's Specialist Operations Group is on a mission to deliver world-class support to every user, in every language, on every device. The Multilingual Team sits within our High Sensitivity and Escalations subgroup — we handle the complex, the sensitive, and the urgent for users who need help in their own language. As a CPSET Spanish Expert, you'll be the calm, capable presence Spanish-speaking Canva users turn to when things get complicated.

This isn't a routine support role. You'll own escalated tickets end-to-end, support users across email, chat, and phone, and help shape how the team works — from improving processes to sharpening our translation tooling. You'll be part of setting the standard for what multilingual support at Canva actually looks like.

At the moment, this role is focused on:

• Owning escalated email, chat, and phone support tickets from Spanish locales in Zendesk end-to-end — bugs, incidents, and everything in between
• Providing phone support and language interpretation between Spanish-speaking users and CPSET reps, building toward independent call ownership as training expands
• Digging into the "why" behind recurring issues and helping the Multilingual Team find smarter, faster ways of working
• Evaluating translation tool output and flagging improvement opportunities to sharpen the quality of Canva's Spanish-language support
• Partnering with teammates across the High Sensitivity and Escalations subgroup to make sure no Spanish-speaking user's issue falls through the cracks

You're Probably a Match If

Your Spanish is at CEFR B2 level or above - you can hold a live, natural conversation on a phone call without leaning on scripted phrases, and you can read and write with enough precision to own complex support tickets end-to-end

You're fluent in English too, with strong cross-cultural communication instincts

• You've worked in a customer support, escalations, or service-recovery role before — ideally with ticketing tools like Zendesk — and you're energised rather than drained by complex cases
• You have a translator's eye for language nuance and quality, which makes you well placed to evaluate and improve automated translation output
• You're comfortable in ambiguity and have a bias toward ownership — you don't wait to be told how to fix something
• You're genuinely collaborative and curious about process — not just following it, but improving it

About the Team

The Multilingual Team is part of Canva's High Sensitivity and Escalations subgroup within Specialist Operations. We're a group of service escalation experts who support non-English speaking users through their most complex product moments. We care about doing this well — with precision, empathy, and a genuine belief that great support in someone's own language can turn a frustrating experience into a reason to stay a Canva user for life.

What's in It for You?

Canva has grown hugely over the last few years, but we're only just getting started. Here's a taste of what's on offer:

• Equity packages — so you share in Canva's success
• Inclusive parental leave policy that supports all parents & carers
• An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup & more
• Flexible leave options that empower you to be a force for good, take time to recharge and supports you personally

Other stuff to know

We make hiring decisions based on your experience, skills and passion, as well as how you can enhance Canva and our culture. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

We celebrate all types of skills and backgrounds at Canva so even if you don't feel like your skills quite match what's listed above — we still want to hear from you!

Please note that interviews are conducted virtually.