Content Design Lead - Help & Support (RELOCATE TO AUSTRALIA)

Job Description

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.

Our flagship campus is in Sydney. We also have a campus in Melbourne and co-working spaces in Brisbane, Perth and Adelaide. But you have choice in where and how you work. That means if you want to do your thing in the office (if you're near one), at home or a bit of both, it's up to you.

As 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.
This is a hybrid leadership role. In the beginning, you'll be leading a small team of senior/experienced content designers while remaining hands-on in the tools/craft (approximately 50-70%). The scope of the role may evolve as we continue to scale the team.
At the moment, this role is focused on:

• You'll use your exceptional writing skills and user experience principles to craft UX copy that empowers our users to self-help, whether that's through a conversational interface, diagnostic flow, or Help Center experience. You'll also work with the rest of the content design team to tackle problems we're all facing, so we can continue to build a robust, thriving specialty within User Voice and across Canva.
• User Voice has a complex ecosystem of content across many channels. You'll use your head for strategy to connect the user experience with the right information, at the right time, to the right person.
• You will be seen as a leader for content design thinking in the help space. You will also coach a small team of other Content Designers to help them achieve their delivery and growth goals.
• You'll partner with people across the group to design end-end help flows, design patterns to support our content re-use strategy, fine-tune information architecture, build AI-driven tools, and work with teams to deliver content design for our user-facing products.
• Your frictionless and friendly copy isn't just for show - it'll move the needle on the metrics that matter at Canva and within User Voice like contact rate, CSAT and successful self-help sessions.
• You'll bring design, PMs, engineers and researchers together in your group and across the supergroup to find the best solutions for our users.

• You're a senior Content Designer who's got a proven track record of solving complex problems, ideally in the tech/SaaS industry. This means you have at least 3-5 years of content design or UX writing experience.
• You have experience coaching other Content Designers and acting as a mentor to other people in our group who work in content.
• You're interested in the interplay of self-help and support and how content design can improve the experience.
• You've got a love for qualitative and quantitative research and usability testing and aren't afraid to dive in and deeply understand some of our top contact drivers.
• You're excited about what AI can bring to the table in the world of content design and are ready to work closely with our machine learning engineers to fine-tune how we create, structure and store our help content.
• You're also excited by the opportunity to contribute to a rapidly growing and critical function of Canva and recognise the impact that can come from improving the help experience for millions of people around the world.
• You have incredible UX writing skills and an impressive content design portfolio, and are a stickler for brand voice, consistency and style. You know the right tone to use when people feel stuck or have an issue.

At Canva, we believe that supporting our users is a thrilling and intricate puzzle to solve. Our mission is to ensure that every user feels empowered and heard, especially when we're aiming to scale our user base to an incredible 1 billion users! That's where our User Voice super team comes in, acting as the vital link between our users and Canva's most valuable partners.
Our teams work hard to deliver an outstanding customer experience, including streamlined systems, optimised contact flows, and expert support specialists. We also provide tools like our Help Center, Assistant, and Chatbot to enable our users to help themselves. Our User Help Experience group takes this mission to heart, making sure every user can instantly solve their issues or find answers to their questions.

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.

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.
Please note that interviews are conducted virtually.