Jay Genciane

A patient, empathetic, and results-driven Language Coach and Support Specialist with over 4 years of experience guiding a diverse, international user base toward achieving their goals. Proven ability to think on my feet during live interactions, break down complex concepts with total clarity, and use AI-powered tools to optimize workflow speed. Passionate about problem-solving, continuous learning, and bringing a dedicated, human-first attitude to Canva's Customer Happiness Team to create moments of delight for users.

English Language Coach at Canva (2021-10 – Present)

• Provide Live Support: Deliver real-time, one-on-one interactive assistance to 100+ diverse clients across Asia through live voice/video, email and chat.
• De-escalate Communication Barriers: Handle user frustrations with deep empathy, turning complex learning challenges into positive customer experiences.
• Troubleshoot User Roadblocks: Diagnose individual weaknesses to create custom action plans, breaking down complex structures into simple, actionable steps.
• Adopt AI Tools: Utilize modern interactive software and AI-powered workflow tools to increase daily feedback quality and response speed.

Bachelor of Science in Business Administration – Saint Columban College (2019-08 – 2023-03)

Accountancy and Business Management in Accountancy and Business Management – Zamboanga del Sur National High School Senior High School-Stand Alone (2016-06 – 2019-04)