Enterprise Support Specialist - EMEA (German speaking)

About this role

Join the team redefining how the world experiences design. Hey, hello, hiya, 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. What you’d be doing in this role You will be a dedicated, in-region customer support team member. Enterprise Admin Support Specialists are case managers who strongly focus on owning and resolving support tickets for our most strategic customers.

As part of a regional team, our specialists will be co-located and seamlessly integrated with the Sales and Success teams. This will facilitate better coordination and faster resolution of customer concerns. The selected individuals will possess expert knowledge in all Enterprise account and brand administration tasks and will be highly trained in supporting the Sales and Success teams with back-office tasks as needed.

At the moment, this role is focused on: Manage and prioritise Enterprise support tickets across account administration, feature functionality, and platform configuration, ensuring timely resolution in line with service standards. Troubleshoot and resolve standard support issues by analysing root causes and applying established workflows, escalating when needed. Support Admins through scheduled calls to guide issue resolution, key workflows, and best practices, with clear and timely follow-up.

Partner with Sales and CSM teams to provide technical and back-office support during onboarding and escalations, ensuring alignment on customer needs. Apply working knowledge of Canva enterprise features (e.g. SSO/SCIM, Brand Kit, User Management) to resolve cases, and contribute to team knowledge through documentation updates and sharing ticket trends. In addition to the core responsibilities, this role will also contribute to our Strategic Pod Support program.

This initiative is designed to enhance customer retention, product adoption, and revenue expansion through targeted, high-impact support aligned with Customer Success goals. You're probably a match if You bring a strong problem-solving, clear communication, and a customer-first mindset You communicate clearly and confidently, adapting your approach to support both customers and internal stakeholders effectively. You have strong English communication skills and are fluent in German (spoken and written).