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Associate Zendesk System Administrator



Manila, Philippines
Posted on Monday, June 10, 2024

Company Description

Join the team redefining how the world experiences design.

Kamusta, 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, Australia, but with many of our Canvanauts calling the Philippines home, our office in Manila is a buzzing place. Whether your role needs you in the office, at home or a bit of both, we've created an environment that truly empowers you to thrive.

Job Description

About the Role

We’d love to have someone join the team with an already-existing aptitude for customer service (internal or external support), and with either experience or a vested interest in SaaS systems (bonus points if they’re CX systems!).

An understanding of what makes up a CX system such as Zendesk with regard to core functionality (both front-facing and administration) would be hugely beneficial as it’s what you’ll spend most of your time doing.

Of course, to understand what you need to do in the system you must first understand what the ask is! For this reason, skills in communication and an ability to grasp fundamental business concepts is crucial to ensure this gap is bridged as soon as possible, allowing the User Voice Systems team to work in lockstep with the organisation as a whole.

Last but not least, User Voice Systems is a team! We are heavily cross-skilled and although we often are individual owners of separate systems or facets, we work very closely together to tackle issues, improve our ways of working, or jam on new ideas! A team-mentality is a must.

At the moment, this role is focused on

  • Working with requesters and platform owners to understand business context
  • Work with CX system technical owners to ensure best-practice configuration
  • Implement change-managed rollouts of fixes and improvements to CX systems
  • Produce and report on BAU metrics as part of our group share
  • Maintain up-to-date documentation on common issues and ways of working
  • Help to manage CX system environments by configuring permissions, user interface, automations, etc.
  • Analyse trends, troubleshoot incidents, and develop action plans.
  • Establish efficient administrative processes
  • Assist with user onboarding/off-boarding for systems without automated provisioning
  • Maintain data integrity through clean-ups and audits of roles and security settings.


You’ll probably be a match if

  • Experience in customer support. You’ve worked with a customer support / CX system in the past - either as a support specialist or otherwise.
  • Prioritisation Expertise. You are a self-motivated and flexible team player with solid multi-tasking, time management, and organisational expertise with the ability to manage multiple and often changing priorities.
  • Strong Problem Solving skills. You have a strong initiative to pay attention to detail with the ability to analyze and solve complex problems as well as provide documentation, guidance, and instruction to users.
  • Ability to Execute. You are a self-starter who is able to complete tasks with minimal guidance.
  • Excellent Collaboration skills. You enjoy working alongside your direct team as well as with cross-functional teams.
  • Effective Communication skills. You create clarity through your communication by making complex things simple. You can confidently present your ideas and tell a compelling story to customers and the broader team.
  • Critical Thinking skills. You are a critical thinker who comes up with creative solutions to solve challenges and meet business requirements.
  • Growth Mindset. You're eager to learn new technologies and want to continue growing your systems knowledge whilst having fun along the way!
  • Interest/Studying SaaS/IT Systems or similar. You have a technical mindset and already experienced with or interested in learning the ins and outs of system engineering in the context of customer support.

Additional Information

About the team

The User Voice Systems team are a team of experienced CX SaaS system professionals (a subset of what is known internally as Systems Engineering) solely embedded within the customer support function (called User Voice at Canva).

Systems Engineers (previously Business Systems Analysts) focus on solving problems and realising opportunities based on business strategies through the use of third-party tooling, primarily SaaS systems. This involves implementing new systems, supporting existing systems, and integrating them into other systems.

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 stack of benefits to set you up for every success in and outside of work.

Other stuff to know

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.