Customer Service Operations Expert (Spanish)
Core
End-to-end owner of escalated, high-sensitivity customer support tickets for Spanish-speaking users across email, chat, and phone channels.
Role type
Senior Customer Service Operations Expert (Escalations)
Builds
World-class multilingual support experience for Canva's Spanish user base
Domain
SaaS Design Tool / Customer Support / Multilingual Operations
Deliverable
client delivery
Required skills
Spanish (CEFR B2+), English (fluent), complex ticket ownership, process improvement, translation quality evaluation, cross-cultural communication, ambiguity navigation
Preferred skills
Zendesk experience, service recovery background, bias toward ownership
Technologies
Zendesk
Responsibilities
Own escalated email, chat, and phone support tickets from Spanish locales; provide phone support and language interpretation; analyze root causes of recurring issues; evaluate translation tool output; partner with High Sensitivity subgroup to prevent issue drop-offs
Seniority
Senior, hands-on IC
