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Strategic Customer Success Manager

Canva· Customer Happiness
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Hybrid (Makati City)Full-timePosted 1w ago

About the role

Senior Operations Expert on Canva's Safety & Trust Operations (STOps) team, focusing on leading complex abuse investigations, vendor guidance, and AI-driven tooling to power detection capabilities, with on-call incident response and cross-functional collaboration.

Responsibilities

  • Leading triage and investigation of escalated abuse cases across categories including deceptive content, hate and discrimination, abuse and harassment, and child safety
  • Acting as a point of contact for Tier 1 vendor support — quality escalations, training alignment, and policy reinforcement — and delivering policy updates and edge-case clarification to vendor partners
  • Participating in red-teaming exercises to surface classifier blind spots, labelling datasets, evaluating classifier output, and supporting trust model tuning
  • Leading or co-leading incident response, including on-call participation and post-mortems
  • Documenting patterns and trends from escalations to inform policy, ML, and product strategy across the wider Trust & Safety group
  • Representing STOps in cross-functional efforts with Content Safety, Abuse Insights, Account Integrity, and other teams

Qualifications

  • Bachelor's degree or 3+ years of experience in Trust & Safety, abuse operations, or fraud investigation
  • Ability to own high-risk investigations with clarity and independence, familiarity with case investigation tooling (e.g. Castle or similar)
  • Experience or genuine curiosity around AI readiness — data labelling, prompt testing, classifier feedback, or red-teaming
  • Demonstrated ability to handle emotionally challenging content while maintaining strong self-care practices and personal resilience
  • Collaborative across Policy, Product, Engineering, and Legal — ability to represent frontline operational perspective in strategic conversations
  • Flexibility to participate in an on-call rotation, which may include 24/7 coverage and holiday shifts based on operational needs

Skills

Required:High-risk investigationsCase investigation toolingEmotional resilienceCross-functional collaboration
Nice to have:AI readiness and labellingOn-call readiness

Benefits

  • Equity packages — so you share in Canva's success
  • Inclusive parental leave policy that supports all parents & carers
  • Annual Vibe & Thrive allowance to support 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
Last updated Oct 25, 2026. Interested? Apply on the company site.

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