Education Support Team Lead

7 days ago


Manila, National Capital Region, Philippines Turnitin Full time
About the Role

We are looking for a Customer Success Manager to join our team at Turnitin. In this role, you will be responsible for leading a team of Technical Support Representatives as they assist Tier 1 Support to ensure the successful support of the Turnitin user base and the continuous improvement of team capabilities and performance.

Main Responsibilities
  • Manage own time effectively to ensure that leadership duties are carried out, while also maintaining a reasonable volume of case work.
  • Lead by example in case quality.
  • Proactively support users of the Turnitin products (administrators, instructors, teaching assistants, exam takers and proctors) 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 the Tii various product lines.
Requirements

To be successful in this role, you will need:

  • Experience in building customer relationships.
  • Strong organizational and analytical skills.
  • Excellent written and verbal communication skills.
  • A broad understanding of web technologies and Software as a Service (SaaS).


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