Team Lead - Technical Support

6 days ago

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Turnitin

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plagiarism prevention • automated assessment and scoring • online grading • writing instruction • educational technology

501 - 1000

Description

• Lead a team of Triage Support Specialists to support Turnitin User base. • Manage own time effectively to ensure leadership duties are carried out. • Monitor performance at team and individual level. • Ensure team follows established Turnitin ways of working. • Enable the development of individual team members. • Deliver regular 1-1’s to team members, providing structured feedback. • Take part in recruitment activity for the team as required. • Overall responsibility for team scheduling based on case arrival patterns.

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 • Commercial knowledge of the education sector (Desirable) • Team leadership/supervisory experience (Desirable) • Experience in a coaching role (Desirable) • Familiarity with reporting (Desirable)

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*