Technical Support Team Leader

This role offers the opportunity to lead a team of technical support representatives in assisting users of Turnitin products and services. The primary focus is on ensuring successful support and continuous improvement of team capabilities and performance.

• Manage own time effectively, ensuring leadership duties are carried out while maintaining a reasonable volume of case work.
• Lead by example in case quality.
• Proactively support users, ensuring problem resolution, system access, optimal system performance, and overall customer satisfaction.
• Become a Subject Matter Expert on all Turnitin Assessment Products and services while expanding knowledge on various product lines.
• Manage team performance individually and collectively, agreeing on clear goals and targets, reviewing performance formally and informally, giving feedback, course correction, motivation, and recognition.
• Ensure the team follows Turnitin's operating procedures and collaborate with support leadership to drive solutions through knowledge sharing.
• Enable individual team members' development, delivering coaching and guidance as needed to enable them to achieve their full potential.
• Provide quality feedback to direct reports, based on output from the Quality and Knowledge team.
• Deliver regular 1-1s to team members, providing structured feedback and guidance on areas for improvement.
• Collaborate with internal teams to improve customer experience.
• Identify issues and trends with support leadership and tier 3 teams to understand problems.
• Review top issues monthly for external education and ticket reduction.
• Support the Quality and Knowledge team with training module creation.
• Take part in recruitment activities for the team as required.
• Develop an awareness of the business strategy and culture, ensuring it is reinforced within the team.
• Responsible for team scheduling to ensure appropriate staffing is available 24/7 based on case arrival patterns and historical trends.
• Manage queues for tickets and channels for customer interaction to ensure timely response and engagement.
• Provide support with client escalations and incident response.
• Actively own and progress in personal development.

• Experience in building customer relationships.
• 2+ years experience in a Technical Support team.
• Bachelor's Degree in Computer Science or equivalent work experience.
• Team leadership/supervisory experience.
• Strong working knowledge of Windows and Mac OS.
• An understanding of multiple integration paths.
• In-depth knowledge of expert areas: configuration, features, bugs, and known issues.
• Broad understanding of web technologies and Software as a Service (SaaS).
• An understanding of Learning Management Systems and how they interact with our service.
• Provide 'White Glove' support for difficult cases/sensitive customers/at risk accounts.
• 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.

We offer a Total Rewards package that is competitive within the local job market. This includes generous time off and health and wellness programs, remote-centric culture, and a comprehensive package prioritizing well-being.

• 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

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.