Team Lead, Technical Support

Summary

Join Turnitin as a Team Lead for Technical Support Representatives! In this role, you will manage a team, ensuring successful user support and continuous improvement. Key responsibilities include leading by example in case quality, proactively supporting users, becoming a subject matter expert on Turnitin products, and managing team performance. You will also collaborate with internal teams, identify and resolve issues, support training module creation, and participate in recruitment. The ideal candidate possesses experience in building customer relationships, technical support, and team leadership, along with a strong understanding of relevant technologies and software. Turnitin offers a remote-centric culture and a comprehensive benefits package.

Requirements

• Experience in building customer relationships
• 2+ years experience in a Technical Support team
• Bachelor’s Degree in Computer Science or equivalent work experience
• Team leadership/supervisory experience
• Strong working knowledge of Windows and Mac OS
• An understanding of multiple integration paths
• In depth knowledge of expert areas: how to configure an integration, awareness of features, bugs & known issues, etc
• Broad understanding of web technologies and Software as a Service (SasS)
• An understanding of Learning Management Systems and how they interact with our service
• Provide 'White Glove' support for difficult cases/sensitive customers/at risk accounts
• 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

Responsibilities

• Manage own time effectively to ensure that leadership duties are carried out, while also maintaining a reasonable volume of case work
• Lead by example in case quality
• Proactively support users of the Turnitin products (administrators, instructors, teaching assistants, exam takers and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer satisfaction
• Become a Subject Matter Expert on all Turnitin Assessment Products and services while expanding knowledge on the Tii various product lines
• Manage team performance individually and collectively, by agreeing on clear goals and targets, reviewing performance formally and informally, giving feedback, course correction, motivation and recognition
• Ensure your team is following Turnitin’s operating procedures and collaborate with support leadership to drive solutions through knowledge sharing
• 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 the Quality and Knowledge team
• Deliver regular 1-1’s to team members, providing structured feedback and guidance on areas for improvement
• Collaborate with internal teams (e.g. BPO Operations, Tier 3, Product, Development, etc.) to improve customer experience
• Be the first to identify issues and trends with our support leadership and tier 3 teams to understand issues/trends
• Review top issues monthly for external education and ticket reduction
• Support the Quality and Knowledge team with the creation of training modules
• 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
• Responsible for team scheduling to ensure that appropriate staffing is available 24x7 based on case arrival patterns and historical trends
• Manage queues for tickets and channels for customer interaction to ensure the team’s timely response and overall engagement
• Provide support with client escalations and incident response
• Actively own and progress in personal development
• Review top issues monthly for external education and ticket reduction

Preferred Qualifications

• Experience in a coaching role
• Familiarity with reporting
• Past experience in the education field and/or with educational technology products
• Past experience in an omni channel contact center environment involving telephone, chat and email channels
• 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*