Sr. Knowledge Management Expert - Customer Service

Job Description:

Join the team redefining how the world experiences design.Hey, mabuhay!👋

Thanks for stopping by.We know job hunting can take time, so we’ll get straight to it.Where and how you can work

Our Manila campus is home to our growing Customer Service team, connecting with users around the world.

At Canva, we trust our Canvanauts to choose the balance that empowers them and their team to achieve their goals — whether you’re working onsite, remotely, or a mix of both.What you’d be doing in this role

As Canva scales, change continues to be part of our DNA — and that’s all part of the fun!

This role is part of the User Voice Supergroup , which exists to ensure every user is empowered, and every voice is heard.As a Sr.

Knowledge Management Expert  aka Content Strategist  - Customer Service , you'll own content quality and customer experience for a defined domain or set of user journeys across both AI and human help and support.

You're accountable for what content exists, why it exists, and how it works together—not just for writing individual content pieces.

You'll lead complex content changes end-to-end, partner closely with Product and Customer Support stakeholders, and guide junior writers (including BPO partners) to execute large-scale updates consistently and at a high standard.This means you're not just executing tasks.

You're deciding what should be built, owning complex change, and enabling others to execute at scale.g.

help center, AI, internal tools) and influencing cross-functional stakeholders

• An understanding of how content is structured, surfaced, and consumed by both AI systems and human workflows
• A user-first mindset, with the ability to connect content decisions to user experience and business outcomes
• Confidence using data and insights to evaluate performance and continuously improve content at scale

About the Team

The Content Operations team sits within the User Voice Supergroup , focused on helping users self-serve quickly and empowering our support specialists with scalable, high-quality content.

Whether through help articles, AI chatbots, macros or knowledge bases — we create content that solves real user problems, fast.What’s in it for you?We work hard to achieve our crazy big goals — but you’ll find plenty of magic moments along the way.com for more info.

We make hiring decisions based on your experience, skills, and passion — and how you can enhance Canva and our culture.Even if you don’t meet every listed requirement, we’d still love to hear from you!Please note: Interviews are conducted virtually.