Sr. Knowledge Management Expert - Customer Service

Company Description

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.

At the moment, this role is focused on:

• Defining and executing the content strategy for your assigned support domain — clarifying what content exists, where it lives, and how it all fits together
• Leading end-to-end content changes across Help Center articles, macros, AI responses, and internal knowledge bases
• Writing content that is both AI- and human-friendly — clear, structured, and aligned with user needs
• Collaborating cross-functionally with Product, Support, Legal, and Service Design to deliver scalable support experiences
• Mentoring junior writers and BPO partners to ensure high-quality content delivery
• Using performance data and user insights to identify content gaps and drive improvements

You’re probably a match if you have:

• Strong experience in content strategy, knowledge management, or content operations—ideally in a tech or SaaS support environment
• A track record of solving complex problems and owning initiatives end-to-end, from defining the strategy to driving execution
• The ability to create clear, structured content, with a focus on how content works across systems—not just individual pieces
• Experience leading multi-surface content initiatives (e.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.

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 for wellbeing, connection, and home office setup
• Flexible leave options for rest, growth, and impact
• Global exposure and opportunities to grow within one of the world’s most loved design platforms

Check out lifeatcanva.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.

Qualifications

Additional Information