Product Support Specialist, Education Team

About the role

Canva is looking for a Product Support Specialist to join the Education Team on a contract basis. The role is situated in Bengaluru, India, and centers on assisting education users who rely on the Canva platform for their creative and learning needs. The specialist will handle incoming questions, walk users through product features, and help resolve issues that arise during day to day use. Strong interpersonal skills and a patient, solution oriented approach are essential for succeeding in this position. The Education Team at Canva works closely with schools, universities, and learning institutions to ensure that their experience with the platform is productive and positive. This specialist will serve as a key point of contact for education customers, helping them understand how to make the most of Canva's features in classroom and institutional settings. The contract nature of this role means a focused, time bound commitment where the specialist contributes directly to the team's goals and user satisfaction metrics.

Key facts

What you'll do

Respond to education users through email, chat, and other support channels during regular business hours

Troubleshoot product issues and guide users step by step toward a clear and effective resolution

Document each support interaction in the internal tracking system with accurate and detailed notes

Escalate complex or unresolved cases to the appropriate internal teams for further investigation

Collaborate with the Education Team to identify recurring patterns in user challenges and needs

Write and update knowledge base articles to help users self serve and find answers quickly

Gather feedback from education customers and share actionable insights with product and engineering teams

Assist new education customers with onboarding, setup, and platform familiarization to ensure a smooth start

Monitor support queue metrics and work consistently to maintain high quality response standards

Coordinate with engineering and design teams to clarify product questions and provide accurate information

Follow up with users after resolution to confirm satisfaction and identify any remaining concerns

Participate in team meetings to discuss ongoing issues, upcoming product changes, and support strategies

Requirements

Strong written and verbal communication skills in English are essential for this role

Ability to manage multiple support cases simultaneously and prioritize effectively under a heavy workload

Familiarity with web based SaaS products and cloud based platforms is expected

Experience working in education or with education sector customers directly is valued

Attention to detail and a methodical approach to troubleshooting and resolving user issues

Comfort with learning new software tools, internal systems, and product updates on a regular basis

Willingness to engage in a contract based work arrangement with a defined engagement period

Customer service orientation focused on timely, clear, and empathetic responses to all users

Ability to work independently while staying aligned with team processes and shared goals

A proactive mindset for identifying areas where support processes can be improved

Nice to have

Prior experience in a product support or customer success environment is highly beneficial

Knowledge of Canva or similar design and collaboration platforms is considered a strong plus

Experience supporting users within academic or school settings is particularly valued

Familiarity with support ticketing tools and customer relationship management systems is helpful

Understanding of education technology trends and the needs of learning institutions is a bonus

Experience working with diverse user groups across different age ranges and skill levels

Skills & tools

Proficiency with web based support platforms and ticketing systems is required

Experience using email and live chat for customer communication on a daily basis

Ability to navigate SaaS dashboards and product interfaces with confidence and accuracy

Basic understanding of education technology workflows and learning platform integration tools

Skill in creating and organizing written support documentation, guides, and troubleshooting resources

Comfort with internal team collaboration tools and knowledge sharing platforms for cross team work

Practical notes

This is a contract position with a defined engagement period rather than a permanent full time role

The role is based in the Bengaluru office and is not a remote or work from home arrangement

Candidates should be available to work during standard business hours in Indian time

The Education Team at Canva serves schools, universities, and other learning institutions

Contract terms may include a probation or review period as outlined in the engagement agreement

About the company

Canva is an online design and visual communication platform with a mission to empower everyone to design anything. Founded by Melanie Perkins, Cliff Obrecht, and Cameron Adams in 2013, Canva has over 190 million monthly active users and was valued at $26 billion in 2024.