Turnitin LLC logoTurnitin LLC logo

Senior Manager, Technical Support - Remote in the Philippines

Remote Full-time

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Experience Level

Senior Level Manager

Qualifications

Essential Qualifications:Bachelor’s degree or equivalent experience. Proven track record in building strong customer relationships. A minimum of 10 years in customer care roles, demonstrating success. At least 3 years of leadership or supervisory experience. Experience in developing and executing projects effectively. Exceptional written and verbal communication skills. Strong organizational and analytical capabilities. Subject matter expertise in relevant products. Desirable Qualifications:Commercial awareness of the education sector. Familiarity with CRM systems, particularly Salesforce. Personal Attributes:Proactive and results-driven mindset. Strong passion for education and enhancing customer experiences. Able to thrive in a fast-paced environment while managing multiple priorities.

About the job

As a Senior Manager of Technical Support at Turnitin, you will lead multiple teams of Specialists and Team Leads, ensuring exceptional support for our user base while fostering continuous improvement in team performance and capabilities.

Key Responsibilities:

  • Oversee a team of specialists and supervise team leads across various Turnitin products.

  • Actively engage in managing responses to service outages and contribute to post-mortem analysis with a focus on customer satisfaction.

  • Identify areas for improvement and potential risks, taking proactive measures to minimize impact on customers and team dynamics.

  • Provide regular performance reporting and metrics to track key performance indicators (KPIs) and share insights with the Support Director.

  • Set clear performance goals for individual team members and the overall team, conducting reviews and offering constructive feedback.

  • Ensure adherence to established processes and procedures within the team.

  • Collaborate with Turnitin leadership to enhance operational efficiency and effectiveness through refined processes and systems.

  • Support user inquiries by engaging in direct client communication through email and other channels.

  • Manage escalations from Product Specialists and coordinate with relevant stakeholders.

  • Partner with the Knowledge and Quality team to equip team members with necessary knowledge and skills.

  • Foster team development through coaching, performance management, and regular one-on-one meetings.

  • Work collaboratively to establish ongoing training and development programs for the support community.

  • Lead and manage internal projects while being a key participant in cross-functional initiatives.

  • Continuously evaluate team performance and seek opportunities for process improvement.

  • Participate in recruitment efforts for your team as needed.

  • Identify and spearhead continuous improvement projects related to team and product support.

  • Understand Turnitin's value proposition and effectively communicate it to ensure your team's readiness to respond to client inquiries.

About Turnitin LLC

Joining Turnitin means becoming part of a renowned organization that has been at the forefront of the global education sector for over 25 years. Our mission is to foster integrity, consistency, and fairness in education through innovative solutions. Turnitin's products are utilized by educational institutions and professional organizations to enhance academic performance and uphold integrity. We offer a remote-first culture that empowers you to work purposefully and flexibly, complemented by a comprehensive benefits package focused on your well-being. Our diverse team is united by a shared commitment to making a meaningful impact in education.

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