Senior Social Media User Insights Expert

Wuhan, Hubei
Permanent
Full-time

1 month ago

Company DescriptionJoin the team redefining how the world experiences design.Kamusta, hey, g'day, mabuhay, kia ora, 你好, hallo, vítejte!Thanks for stopping by. We know job hunting can be a little time consuming and you're probably keen to find out what's on offer, so we'll get straight to the point.Where and how you can workOur flagship campus is in Sydney, Australia, but our hubs in Beijing and Wuhan are home to our operations in China. Our China hubs have been designed with you in mind - a space for you to come together and connect with your team, both near and far. With delicious breakfast and lunch meals provided (and with plenty of snacks), you'll always stay fuelled to take on the day. Zoom the Sydney team with tea and biscuit? You got it!About the teamCJKICanva's mission is to empower the world to design. With over 220 million users already on board, we have a bold vision to reach 1 billion users. The CJKI Group is dedicated to this mission, pouring our hearts and souls into driving hyperlocalization. We strive to make Canva feel like a local experience in China, Japan, South Korea, and India, ensuring that our platform resonates deeply with users in these regions.Specialist OperationsHelp and support, especially at scale, is a complex and exciting problem space. With a mission of “Every user empowered, every voice heard”, Canva's User Voice super group is the critical interface to our most valuable partners; our users. We want to ensure that they have a flawless experience while using Canva products as we scale our way to support 1 billion users. Our teams are responsible for unlocking how we can deliver exceptional customer experience through streamlined and scalable systems, an optimized contact flow, expert support specialists, customer insights, plus tools to enable self-help such as our Help Center, Assistant and chat experience.Join Canva's Specialist Operations Group - the operational heartbeat of User Voice. Be the face of a platform that's beloved and utilised by over 150 million people across the globeWe're wholly dedicated to our users' happiness - it's the fuel to our fire, shaping our mornings and guiding our workdays. Each interaction is seen as a unique opportunity to foster satisfaction, cultivate loyalty, and showcase our unwavering commitment to exceptional customer service.We're not merely in the business of offering customer service - we're in the business of delivering customer delight. We're on the hunt for like-minded individuals who echo our vision for top-tier customer support experience and can seamlessly disseminate this value throughout our organisation. Join the Specialist Operations Group and become an integral voice within Canva.Job DescriptionWhat you'd be doing in this roleAs Canva scales, change continues to be part of our DNA. But we like to think that's all part of the fun. So this will give you the flavour of the type of things you'll be working on when you start, but this will likely evolve.We're looking for passionate people with a hunger to empower and support Canva users. We need someone who loves challenges just as much as we do, and open and adaptable to a company as dynamic as Canva. Do you want to work within a cross-cultural, customer focused organisation? If your answer's yes, then we would love to hear from you!Social Media Close The Loop Management

Monitor and triage public opinions from major Chinese social media platforms (e.g., Xiaohongshu（RED), WeChat, Douyin, and Weibo) for any comments, posts, and mentions of Canva or its products/services. Proactively gather user insights from social media channels to identify trends, pain points, and feature requests.
Manually source and analyze unstructured feedback across diverse online spaces to ensure comprehensive, authentic insights. Synthesize complex data into clear, visual reports that contextualize feedback, highlight user needs, and guide product decisions.
Manage and engage with users across various China social media platforms to provide excellent customer support and build strong relationships with the Canva community.
Maintain a positive brand image by ensuring all customer interactions with empathy, patience, professional tone, and a genuine desire to help. Understanding the nuances of each social media channel to tailor responses and engagement style appropriately.
Embodying our values and ways-of-working as Canva Ambassador, fully-equipped for anything and everything Canva-related in Specialists Operations Team.
High Sensitivity Escalation Case Handling Support - Phone Channel
Serve as the escalation point for any urgent or high sensitivity user issues, feedback, and inquiries by using internal tools to ensure timely follow-up and resolution.
Handling Legal, Privacy, Licensing, Security concerns, and Government complaints, both general and escalated, within Specialists Operations Team.
Taking ownership of analyzing and answering escalation tickets within the given SLA.
Communicating urgent and critical issues directly to the China Canva legal team.
Having an outstanding familiarity and deep understanding of our Terms of Service and policies.
Operation Support
Lead cross-functional collaboration by working closely with engineers, product teams, and other departments to resolve escalated issues, ensuring timely feedback to users and and improve the overall customer experience.
Leverage advanced product and process expertise to diagnose root causes, simplify complex or aging tickets, and take ownership of their resolution, continually ensuring that the knowledge gained from each issue enhances team processes.
Drive process optimization by updating process flows, macros, and knowledge-base documentation through collaboration with QA, Knowledge Management, Training and product teams, ensuring that all learnings from escalations are captured, shared, and implemented.
Champion innovation and process enhancements by proactively identifying opportunities for improvement, suggesting process optimizations, and collaborating with teams to enhance the customer experience, driving Canva's mission to make users lifelong advocates
Completed any ad hoc task assigned by Coach.

QualificationsWhat we're looking for

3-5 years of experience in customer service, with demonstrated success in social media management, user research, community moderation or social listening.
Strong expertise in Chinese social media platforms and an intuitive grasp of how users express feedback in those ecosystems.
Excellent analytical and synthesis skills, able to draw insights from unstructured feedback and distill them into compelling, action-oriented recommendations.
Mandarin Chinese as the first language, with fluent verbal and written communication skills in English, to enable effective communication with internal stakeholders.
Strong skills in inbound and outbound telephone communication.
Thrive in dynamic environments, confidently presenting to groups, adapting to evolving circumstances, and maintaining a customer-centric focus on service and solutions.
Expertise in critical thinking and problem-solving, specifically to gauge and create decisions around answering or escalating concerns.
Skilled at identifying, tracking, and escalating user issues using internal tools, and collaborating with cross-functional teams to resolve complex inquiries.

Additional InformationWhat's in it for you?Achieving our crazy big goals motivates us to work hard - and we do - but you'll experience lots of moments of magic, connectivity and fun woven throughout life at Canva, too. We also offer a stack of benefits to set you up for every success in and outside of work.Here's a taste of what's on offer:

Equity packages - we want our success to be yours too
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

Check out lifeatcanva.com for more info.Other stuff to knowWe 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.Please note that interviews are conducted virtually.

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