Senior Business Systems Analyst - China User Support Experience
Job Description
Join the team redefining how the world experiences design.
Hey, 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.
Where and how you can work
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, we trust our Canvanauts to choose the balance that empowers them and their team to achieve their goals.
What you’d be doing in this role
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.
At the moment, this role is focused on:
Own the China CX technology ecosystem, leading the technical strategy across all support systems, including our dedicated Zendesk instance.
Architect and deliver solutions that bridge Western platforms with China-specific channels like WeChat, aligning with both technical and cultural expectations.
Champion compliance by designing systems that meet local regulations while preserving Canva’s global support standards.
Translate Canva’s global CX strategy into tailored, impactful experiences for Chinese users - partnering with both Western and Chinese vendors.
Lead technical governance, large-scale implementations, and scalable support solutions that can evolve with Canva’s growing Chinese user base.
Shape and manage vendor partnerships, driving roadmaps and integration strategies aligned with regional needs.
Empower the team through mentoring, cross-cultural knowledge sharing, and the development of automation and training materials for global collaboration.
You're probably a match if
You bring 5+ years of experience working with enterprise CX or customer support platforms, including Chinese systems like WeChat Work or DingTalk.
You’re fluent in both Mandarin Chinese and English, enabling smooth collaboration with Chinese vendors and our global team.
You have a track record of leading complex system implementations and API integrations between Western and Chinese platforms.
You’ve managed vendor relationships in China and understand data residency, compliance, and security nuances in the region.
You’re comfortable administering and customising tools like Zendesk at scale and exploring automation solutions within China’s technical landscape.
You thrive working independently, own your domain, and influence cross-functional stakeholders across geographies.
You balance cultural sensitivity with strategic thinking - delivering solutions that resonate locally while aligning with Canva’s global standards.
You have hands-on experience using AI in your work to drive greater impact
About the team
Lead the technology that powers customer support for millions of Chinese users
We're looking for a Senior Systems Engineer/ Analyst to own and evolve Canva's China customer support technology stack. This is a unique opportunity to shape how we serve one of our fastest-growing markets, bridging technical excellence with deep cultural understanding.
As the technical owner of our China customer experience ecosystem, you'll navigate the complexities of delivering world-class support in a market with unique platforms, channels, and customer expectations. You'll work alongside our global User Voice Systems team while maintaining full ownership of the China-specific technology stack, ensuring our Chinese users receive support that feels native, intuitive, and exceptional.
This role requires both technical depth and cultural fluency – someone who can architect complex multi-system solutions while understanding why WeChat integration matters more than email, or why response time expectations differ from Western markets.
What's in it for you?
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 range 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.
Other stuff to know
We see AI as a powerful amplifier of creativity and technology at Canva. We’re evolving how we assess AI skills in our Technology hiring experience - you’ll tackle interactive, real-time challenges that reflect the kind of work we do. In some interviews, you may also be asked to solve a problem using an AI tool to show how you approach challenges with tech by your side. Your recruitment partner will walk you through what to expect.
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.
We celebrate all types of skills and backgrounds at Canva so even if you don’t feel like your skills quite match what’s listed above - we still want to hear from you!
Please note that interviews are conducted virtually.
Senior Business Systems Analyst - China User Support Experience
Job Description
Join the team redefining how the world experiences design.
Hey, 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.
Where and how you can work
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, we trust our Canvanauts to choose the balance that empowers them and their team to achieve their goals.
What you’d be doing in this role
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.
At the moment, this role is focused on:
Own the China CX technology ecosystem, leading the technical strategy across all support systems, including our dedicated Zendesk instance.
Architect and deliver solutions that bridge Western platforms with China-specific channels like WeChat, aligning with both technical and cultural expectations.
Champion compliance by designing systems that meet local regulations while preserving Canva’s global support standards.
Translate Canva’s global CX strategy into tailored, impactful experiences for Chinese users - partnering with both Western and Chinese vendors.
Lead technical governance, large-scale implementations, and scalable support solutions that can evolve with Canva’s growing Chinese user base.
Shape and manage vendor partnerships, driving roadmaps and integration strategies aligned with regional needs.
Empower the team through mentoring, cross-cultural knowledge sharing, and the development of automation and training materials for global collaboration.
You're probably a match if
You bring 5+ years of experience working with enterprise CX or customer support platforms, including Chinese systems like WeChat Work or DingTalk.
You’re fluent in both Mandarin Chinese and English, enabling smooth collaboration with Chinese vendors and our global team.
You have a track record of leading complex system implementations and API integrations between Western and Chinese platforms.
You’ve managed vendor relationships in China and understand data residency, compliance, and security nuances in the region.
You’re comfortable administering and customising tools like Zendesk at scale and exploring automation solutions within China’s technical landscape.
You thrive working independently, own your domain, and influence cross-functional stakeholders across geographies.
You balance cultural sensitivity with strategic thinking - delivering solutions that resonate locally while aligning with Canva’s global standards.
You have hands-on experience using AI in your work to drive greater impact
About the team
Lead the technology that powers customer support for millions of Chinese users
We're looking for a Senior Systems Engineer/ Analyst to own and evolve Canva's China customer support technology stack. This is a unique opportunity to shape how we serve one of our fastest-growing markets, bridging technical excellence with deep cultural understanding.
As the technical owner of our China customer experience ecosystem, you'll navigate the complexities of delivering world-class support in a market with unique platforms, channels, and customer expectations. You'll work alongside our global User Voice Systems team while maintaining full ownership of the China-specific technology stack, ensuring our Chinese users receive support that feels native, intuitive, and exceptional.
This role requires both technical depth and cultural fluency – someone who can architect complex multi-system solutions while understanding why WeChat integration matters more than email, or why response time expectations differ from Western markets.
What's in it for you?
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 range 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.
Other stuff to know
We see AI as a powerful amplifier of creativity and technology at Canva. We’re evolving how we assess AI skills in our Technology hiring experience - you’ll tackle interactive, real-time challenges that reflect the kind of work we do. In some interviews, you may also be asked to solve a problem using an AI tool to show how you approach challenges with tech by your side. Your recruitment partner will walk you through what to expect.
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.
We celebrate all types of skills and backgrounds at Canva so even if you don’t feel like your skills quite match what’s listed above - we still want to hear from you!
Please note that interviews are conducted virtually.