Job Description

About Us

Turnitin is dedicated to promoting academic integrity and supporting students in their writing. We provide services that help educators prevent plagiarism, engage students in the writing process, and offer personalized feedback. Millions of students worldwide use Turnitin, and we are headquartered in Oakland, California, with offices in different locations.

We are looking for individuals who are passionate about education and technology, who can work well in a team, and who can contribute to our growth and success. Turnitin offers great benefits and meaningful work.

Job Description

We are seeking a leader to manage a team of Technical Support Specialists in providing excellent support for our wide range of products. Your role will involve:

• Monitoring team performance and providing regular reports and metrics
• Setting clear goals and targets for the team and reviewing performance
• Ensuring adherence to established processes and identifying areas for improvement
• Supporting users through email and other channels
• Handling escalated issues and collaborating with technical team members and stakeholders
• Coaching and developing team members, and participating in training programs
• Contributing to continuous improvement projects and recruitment activities
• Understanding our company's value proposition and effectively communicating it to clients
• Aligning with company strategy, goals, and purpose, and actively progressing your own development
• Supporting call campaigns and maintaining effective case management

Qualifications

• Bachelor’s degree or relevant experience
• Experience in building customer relationships
• 2+ years in a successful support leadership role
• Experience developing and implementing projects
• Excellent written and verbal communication skills
• Strong organizational and analytical skills
• Proven experience of working in a high-paced multi-product environment

Desirable:

• Knowledge of the education sector
• User experience with Salesforce, the Atlassian suite, and Zendesk

Additional Information

The expected annual base salary for this position ranges from $72,470 to $120,783. This position is also bonus eligible. Compensation details will be provided in writing at the time of offer and consider factors like work location, experience, and relevant qualifications.

At Turnitin, we value our employees' well-being and offer a comprehensive Total Rewards package. This includes generous time off, health and wellness programs, and the flexibility to work remotely, in our offices, or in a hybrid setup. Our mission is to ensure the integrity of global education and improve learning outcomes.

Turnitin promotes equality and does not discriminate based on race, color, ancestry, national origin, age, gender identity, sexual orientation, religion, disability, medical condition, genetic information, marital or veteran status.

Our values guide everything we do:

• Customer Centric: Putting educators and learners at the center of what we do
• One Team: Collaborating effectively and celebrating each other's successes
• Global Mindset: Embracing diversity and maximizing impact on education
• Accountability: Owning responsibility for tasks and creating a high-performing environment
• Collaboration & Influencing: Communicating effectively and working together for the good of the company and customers
• Integrity: Believing that integrity shapes our products and how we treat each other and our customers

We encourage candidates to apply even if they don't meet all the requirements listed. Skills can evolve over time, and we value individuals who are willing to learn and grow with us.