Technical Support team lead (ph remote)Turnitin

Company Description
Turnitin is your partner in education with integrity. Turnitin's originality Turnitin is a global SaaS company dedicated to ensuring the integrity of education and research and supporting the development of original thinking skills. As the academic and research landscape evolves, Turnitin stays ahead of trends through advancements in technology and deep partnerships with education leaders, institutions, and practitioners. Turnitin's content databases - built over 20 years - provide an unparalleled repository of 1+ billion student papers, best-in-class scholarly content from top publishers in every major discipline and in dozens of languages, and 70+ billion current and archived web pages. We promote honesty, consistency, and fairness across all assignment types and subject areas so that educators can help students do their best, original work.
Job Description
Key Responsibilities and Outputs
Manage own time effectively to ensure that leadership duties are carried out, whilst also maintaining a reasonable volume of case work.
Lead by example in case quality
Monitor performance at team and individual level - share with support leadership team
Manage team performance, agreeing clear goals and targets, reviewing performance formally and informally, giving feedback, course correction, motivation and enabling recognition.
Ensure your team are following the established Tii ways of working/process and procedures, liaise and share with support leadership team to look for shared experience/problems
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 Quality and Knowledge team.
Deliver regular 1-1's to team members, providing structured feedback and guidance on areas for improvement
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
Overall responsibility for team scheduling to ensure that appropriate staffing is available at all times based on case arrival patterns and historical trends
Actively progress own personal development.
Qualifications
Essential
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 salesforce
Excellent written and verbal communication skills
Strong organizational and analytical skills
Understanding of SaaS
Familiarity with Learning Management Systems
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
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
Desirable
Commercial knowledge of the education sector
Team leadership/supervisory experience
Experience in a coaching role
Familiarity with reporting​
Additional Information
Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.
Our Values underpin everything we do.
Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by putting educators and learners at the center of everything we do.
Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.
Action & Ownership - We have a bias toward action and empower teammates to make decisions.
One Team - We strive to break down silos, collaborate effectively, and celebrate each other's successes.
Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.
Seeing Beyond the Job Ad
At Turnitin, we recognize it's 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 you're willing to learn and evolve alongside us, join our team!
Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Turnitin

Manila City, Metro Manila
Permanent
Full-time