Company Description

About the team

CJKI

Canva’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.

Global User Voice Enablement

The Global User Voice Enablement Group is on a mission to delight users in every interaction with Canva by empowering every specialist to deliver outstanding support. The Content & Knowledge Management team plays a crucial role in ensuring Canva’s knowledge base and support content remain world-class, helping users find solutions independently and efficiently.

Job Description

What you’ll do

• You have experience in AI content design or knowledge management.

         You’ll use your writing skills and user experience principles to craft AI UX copy that empowers our           users to self-help, and our customer happiness specialists to solve issues quickly. You understand           what good looks like and have owned many projects where the content was used as a key lever to           achieve strategic business or customer goals. You’ll also work with the rest of the content                       operations team to tackle problems we’re all facing, so we can continue to build a robust, thriving           specialty within User Voice and across Canva.

• You have a unique ability to organize a lot of information and complexity.

         You think strategically while pushing for clarity and simplicity. You have a gift for organizing and             communicating complex information and ideas so that people find them intuitive to consume. You           adopt a user-first mindset and work hard to deeply understand the needs of internal and external             users. You have experience with a headless content management system to create, publish and               manage content in a single source of truth.

• You are a strategic thinker with great leadership.

         User Voice has a complex ecosystem of content across many channels. You will be seen as a                   leader for content design thinking in the content operations space. You'll define how we keep the             quality bar high across our content. You'll use your head for strategy to connect the user                         experience together with the right information, at the right time, to the right person. You use data             to understand where to put your time and energy  to have maximum impact on your goals and                 projects

• You are willing to roll up your sleeves.

         You are self-motivated and adaptable. You’re happy to roll up your sleeves with any task toward             the bigger picture. You may need to facilitate a focus group discussion to gather insights one day,           and be asked to present a long-term strategy the next– and the idea of putting into practice the             many skills and experiences you’ve gathered over the years energizes, excites, and fulfills you!

• You collaborate and communicate with ease.

         You’ll be able to understand the complexity of working with multiple stakeholders with different               needs. You will be a key point of contact for the team, liaising with various stakeholders (like                   designers, PMs, engineers and researchers) across the organisation to find the best solutions for             our users by clarifying briefs, aligning expectations, managing deliverables and timelines as well as           identify future opportunities for collaboration. You'll work closely with multiple teams to craft your           team's immediate roadmap while rallying others around your longer-term vision for content design           and knowledge management.

Qualifications

What we're looking for

• You’re a senior Knowledge Management Expert or 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 knowledge architecture/knowledge management/ content design or UX writing experience.
• Mandarin Chinese is your first language, with fluent verbal and written communication skills in English, to enable effective communication with internal stakeholders. Working proficiency in Japanese or Korean is a big plus.
• You have incredible AI UX writing skills, and are a stickler for brand voice, consistency and style.
• You’re interested in the interplay of support processes, systems, and operations and how content can improve them. Previous work that demonstrates a solid understanding of service design is a bonus. 
• You're excited by the opportunity to contribute to a rapidly growing and critical function of Canva and recognize the impact that can come from improving the experience for our external and internal users.
• You know how to work independently, but you also love collaborating with people from different disciplines and sharing the power of content design.
• You’ve got a good balance between big-picture thinking and nailing the details.
• You’re not afraid of complex problems – in fact, that’s where you thrive.
• You know how to get buy-in from key stakeholders. You’ve got a track record of bringing people on the journey with you – they know what’s changing and why.
• You like to move quickly, and aren’t afraid of fast growth and rapid change. Canva is growing faster than you can imagine – which means solutions that worked 6 months ago might break. You’re up for that challenge.
• You know how to prioritize ruthlessly and handle responsibilities for a wide number of projects – focusing your attention on the areas that matter most.

Additional Information

What the candidate will learn and how will they develop at Canva

• The opportunity for growth is huge – creating company-wide solutions, and seeing them through long-term. Content design is still new in this part of User Voice, so your work will have a massive impact.
• You’ll be able to work in a fast-moving environment and see how your ideas work at scale. 
• We want this to be a mutually rewarding relationship, so we’ll support your growth and development throughout your time at Canva.