Team Lead, Technical Support

Summary

Join Turnitin and lead a team of Triage Support Specialists, ensuring excellent user support and continuous team improvement. You will manage team performance, provide coaching and guidance, and participate in recruitment. The role requires experience in technical support, customer relationship building, and CRM systems. Strong leadership, communication, and analytical skills are essential. Turnitin offers a remote-centric culture, competitive benefits including generous time off, health and wellness programs, and a retirement plan.

Requirements

• Experience in building customer relationships
• 2+ years experience in a Technical Support team
• Proven track record of identifying case trends and working with management to track and resolve issues
• User experience of CRM systems preferably Zendesk
• Excellent written and verbal communication skills
• Strong organizational and analytical skills
• Understanding of SaaS
• Familiarity with Learning Management Systems

Responsibilities

• Manage own time effectively to ensure that leadership duties are carried out, whilst also maintaining a reasonable volume of case work
• Lead by example in case quality
• Monitor performance at team and individual level – share with support leadership team
• Manage team performance, agreeing clear goals and targets, reviewing performance formally and informally, giving feedback, course correction, motivation and enabling recognition
• Ensure your team are following the established Turnitin ways of working/process and procedures, liaise and share with support leadership team to look for shared experience/problems
• Enable the development of individual team members, delivering coaching and guidance as needed to enable them to achieve their full potential
• Provide quality feedback to direct reports, based on output from Quality and Knowledge team
• Deliver regular 1-1’s to team members, providing structured feedback and guidance on areas for improvement
• Take part in recruitment activity for the team as required
• Develop an awareness of the business strategy and culture and ensure that this is reinforced within the team
• Overall responsibility for team scheduling to ensure that appropriate staffing is available at all times based on case arrival patterns and historical trends
• Actively progress own personal development

Preferred Qualifications

• Commercial knowledge of the education sector
• Team leadership/supervisory experience
• Experience in a coaching role
• Familiarity with reporting
• Action-oriented mindset
• Passion for education
• Passion for excellent customer and user experience
• Ability to work in a fast-paced environment, manage multiple priorities
• Ability to work independently and perform under pressure
• Broad knowledge of online software and relevant technologies
• Strong leadership skills
• Commercial awareness and understanding of the education sector
• Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners

Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off
• 4 Self-Care Days per year
• National Holidays*
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*