CUSTOMER RELATIONS OFFICER

₱100,000.00

CANVA SOLUTIONS INC.
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CITY OF MAKATI, NCR, FOURTH DISTRICT
Educ level not specified
Permanent

Job Description

Posted on 27 June 2025

Job Position: Service Escalation Expert - Portuguese Bilingual

Job Description:

  • Responsible for supporting Canva users who speak Portuguese that involves providing Level 3 email support through Zendesk and social media support via Sprout Social
  • Handle the translation and audit of macros and knowledge base articles intended for non-native specialists managing Level 1 and Level 2 tickets
  • Assist in localization initiatives and audit support tickets processed by vendor partners in Portuguese-speaking locales to ensure a high-quality experience for users in every interaction with Canva
  • Upholding Canva’s core value of maximizing customer happiness
  • Providing excellent customer service through fast, upbeat, and genuine responses to inquiries and feedback
  • Ensuring consistent customer satisfaction across all of Canva’s channels (social media accounts, service hotline, app-store comments, and email)
  • Providing help and answers to customers' technical issues through identification of the problem itself and escalating to corresponding teams
  • Tracking all essential information related to managing customer inquiries through our bug tracking tool, JIRA, and our internal customer happiness database
  • Generating accurate accounts of all related web and mobile issues regarding bug reports, feature requests, feedback, account deletion requests, subscription queries, etc., on a daily basis
  • Acting as an effective Canva Ambassador to customers and the team, fully equipped with anything Canva-related
  • Creating learning materials or knowledge base articles by collecting feedback from peers
  • Updating support articles and public FAQs to provide relevant and helpful information to Canva users based on learnings and user feedback
  • Cross-functional interaction and collaboration with other specialties
  • Providing continuous administrative support and completing various projects to assist the Canva team

Qualifications/Requirements

  • Bachelor’s degree in Multimedia Production or related field
  • Fluency in both Portuguese and English, with strong written and verbal communication skills in both languages
  • Experience in customer support or service operations, preferably handling technical or escalated inquiries across email and social platforms (e.g. Zendesk, Sprout Social)
  • Familiarity with localization practices, translation, or content QA — especially reviewing macros, knowledge base articles, or support tickets for non-native audiences
  • Experience working with ticketing and tracking tools like JIRA and CRM platforms, with high attention to detail and documentation
  • Demonstrated ability to collaborate cross-functionally, adapt quickly to change, and deliver user-focused solutions anchored to business goals

Work location

CITY OF MAKATI, NCR, FOURTH DISTRICT

Remarks

Name of Foreign National: Rafael Nunes De Freitas
City of Residence: Makati City
Duration of Employment: 3 years  
Canva Solutions Inc. hereby declares that the above-named foreign national is able, willing, and qualified to perform the services and job description for this position. The company has the intention to employ the said foreign national and apply for an Alien Employment Permit with the Department of Labor and Employment - National Capital Region located at 967 Wasmiya Building, Maligaya Street, Malate, Manila.
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About the company

Company Name: Canva Solutions Inc.Address: 5F Coherco Corporate Centre, 116 V.A. Rufino Street, Legaspi Village, Makati CityNature of Business: Data Processing/Software DevelopmentBelonging at CanvaWe believe that when...

Industry

OTHER COMMUNITY, SOCIAL AND PERSONAL SERVICE ACTIVITIES

Employment size

200 and over (Large)

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