Senior Manager, Technical Support (Philippines Remote)

Manage multiple teams of Specialists and team leads to ensure the successful support of the user base and the continuous improvement of team capabilities and performance.

Key Responsibilities and Outputs

• Manage not only specialists within the team but also those with lead/supervisory responsibility of other staff across Turnitin products

• Actively participate in responses to live service outages and post mortem activities always with a customer first mindset 

• Identify future areas of improvement and risks and proactively work to prevent/limit both customer and team impact

• Deliver regular reporting and MI to track KPIs and monitor performance at team and individual level share with Support Director.

• Manage team performance agreeing clear goals and targets at both an individual and wider team level reviewing performance formally and informally giving feedback course correction motivation and enabling recognition.

• Ensure the wider team are following established ways of working/process and procedures

• Work closely with the wider Turnitin leadership team to ensure that ways of working processes and systems are fit for purpose efficient and effective revising these in a proactive and collaborative way.

• Via team (and through own actions) carry out user support activities answering client emails and questions

• Handle escalations from Product Specialists liaising with team members across all tiers and other key stakeholders as required

• Partner with the Knowledge and Quality team to ensure team members have the knowledge to perform to expected standards.

• Coaching and supporting your teams development as necessary taking the lead in the performance management process delivering regular 1-1s to team members

• Collaborate with the team both up and downstream to encourage the creation of ongoing training and development programmes for the Support community

• Own and direct projects internal to support and also act as a key stakeholder in cross functional workstreams as required.

• Regularly assess team performances and look at continuous improvement in process/ways of working systems use etc.

• Take part in recruitment activity for the team as required

• Identify lead and take part in continuous improvement projects across a wide platform of subjects in relation to your team and the wider Product Support Community including Training/Ways of working/etc.

• Understand the Tii value proposition and how this fits into the strategic direction of the global edtech marketplace - effectively communicate the value proposition ensuring that your team fully understand and can handle client questions

• Work with Global Support Director to ensure your team are engaged in both the team and wider company strategy goals and purpose through regular communication and meets/events

• Deputise for the Global Support Director as required ensuring that our customer centricity comes through in all communications both internal and external.

• Actively progress own personal development.

Qualifications :

Essential

• Bachelors degree or equivalent experience

• Experience in building customer relationships

• 10 years in a successful customer care role

• 3 years team leadership/supervisory experience

• Experience developing and implementing projects 

• Excellent written and verbal communication skills

• Strong organizational and analytical skills

• Be a subject matter expert in the relevant products

Desirable

• Commercial knowledge of the education sector

• User experience of CRM systems preferably salesforce

Personal Attributes

• Action-oriented mindset

• Passion for education

• Passion for excellent customer and user experience

• Ability to work in a fast-paced environment manage multiple priorities & projects

• Ability to work independently and perform under pressure

• Broad knowledge of online software and relevant technologies

• Strong leadership skills

• Commercial awareness and understanding in order to identify and exploit market opportunities in the ed sector (specifically online/e-assessment)

• Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners

Additional Information :

Total Rewards @ Turnitin
At Turnitin we believe Total Rewards go far beyond pay. While salary bonus or commission are important theyre only part of the value you receive in exchange for your work.

Beyond compensation youll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. Youll also thrive in a culture free of politics surrounded by humble inclusive and collaborative teammates.

In addition our extrinsic rewards include generous time off and health and wellness programs that provide choice flexibility and a safety net for lifes challenges. Youll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best all supported by a comprehensive package that prioritizes your overall well-being.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

• Customer Centric: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.
• Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe.
• Integrity: Integrity is the heartbeat of Turnitinit is the core of our products the way we treat each other and how we work with our customers and vendors.
• Action & Ownership: We have a bias for action. We act like owners. We are willing to change even when its hard.
• One Team: We strive to break down silos collaborate effectively and celebrate each others successes.
• Global Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.

Global Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off 
• Self-Care Days
• 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*

* varies by country

Seeing Beyond the Job Ad
At Turnitin we recognize its unrealistic for candidates to fulfill 100% of the criteria in a job ad.  We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If youre willing to learn and unleash your potential alongside us join our team!

Remote Work :

Yes

Employment Type :

Full-time