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Director, Technical Support
Full Remote

Director, Technical Support



Full Remote

Job description

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Your missions

Company Description

Turnitin is your partner in education with integrity. Turnitin’s originality checking and authorship investigation services ensure academic integrity, promote critical thinking, and help students improve their authentic writing. Turnitin provides instructors with the tools to prevent plagiarism, engage students in the writing process, and provide personalized feedback. Turnitin is used by more than 30 million students at 15,000 institutions in 140 countries. Turnitin is headquartered in Oakland, Calif., with international offices in Newcastle, U.K., Utrecht, Netherlands, Melbourne, Australia, Seoul, Korea and throughout Latin America.

We are searching for people who demonstrate a passion for education and technology, are collaborative and entrepreneurial in spirit, and who can contribute to our continuing success and growth. In return, Turnitin offers a great benefits package and provides challenging and inspiring work.

Job Description

For the Assessment Delivery team, who oversee support and operations for ExamSoft and ProctorExam support, the candidate will lead the day to day support through a team of Managers and Team Leads across all tiers of support, multiple products and customer bases to ensure the successful support of the user base and the continuous improvement of team capabilities and performance.

Reporting to the Senior Director, Assessment Delivery Operations and Support, the candidate will bring demonstrable experience in creating and executing strategies. The candidate will look to optimize how Turnitin supports institutions, partners, test owners, and test takers. The candidate will support the goals and vision of the organization. The candidate thrives on creating processes and workflows across the Assessment organization that streamline activities and increase output. The candidate also brings leadership experience in building high-performing teams.

  • Must be able to regularly flex schedule across global time zones to further One Team collaboration and execute within a global function.
  • In collaboration with key stakeholders and your teams, create a mission and vision for the Global support team, which aligns with Turnitin strategic direction.
  • Identify future areas of improvement and risks, and proactively work to prevent/limit both customer and team impact.
  • Create a high performing team across all levels, with metrics, and drive high CSAT rates and individual performance. Regularly assess team performances and look at continuous improvement – in process/ways of working, systems use, etc.
  • Create a customer focused culture with how the team works, providing insights on customer issues to internal stakeholders.
  • Understand upcoming product releases to shape the strategy for the support team and ensure their readiness.
  • Ensure a process is in place to manage queues, escalations within required SLA windows and managing / communicating during service incidents.
  • Actively work with BPOs to establish scope of support for Tier 1, handoff between teams.
  • Partner with the Knowledge and Quality team to ensure team members have the knowledge to perform to expected standards.
  • Work closely with the wider Turnitin leadership team to ensure that ways of working, processes and systems are fit for purpose, efficient and effective, revising these in a proactive and collaborative way.
  • Handle escalations from the team and customers, liaising with team members across all tiers, and other key stakeholders as required.
  • Encourage and demonstrate strong cross departmental collaboration to ensure that customer experience is at the forefront of product development and improvement through regular meetings with Bar Operations, Customer Success, Product and Engineering departments.
  • Understand the Turnitin value proposition and how this fits into the strategic direction of the global edtech marketplace - effectively communicate the value proposition ensuring that your team fully understands and can handle client questions.
  • Work with Senior Director and peers to ensure your teams are engaged in both the team and wider company strategy, goals and purpose – through regular communication and meets/events.
  • Deputize for the Senior Director as required ensuring that our customer centricity comes through in all communications, both internal and external.

    • Bachelor’s degree or equivalent experience
    • Experience in building customer relationships
    • 10+ years in a successful customer service role
    • 3+ years team leadership/supervisory experience
    • Experience developing and implementing projects
    • Excellent written and verbal communication skills
    • Strong organizational and analytical skills
    • Be a subject matter expert in the relevant products


    • Commercial knowledge of the education sector
    • User experience of CRM systems preferably salesforce

    Additional Information

    Total Rewards @ Turnitin

    Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily – solely as regular pay plus bonus or commission. This what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of making a difference in the lives of educators, administrators, learners and researchers around the world, and thriving in an organization that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. In our Remote-First approach to collaborating, you are also able to work the way that best fits your style and situation – whether that be remote, in one of our offices/rented spaces or hybrid.

    Equality Statement

    Turnitin LLC and all related Group and Subsidiary Companies are committed to the policy that all persons have equal access to it programs, facilities and employment without regard to race, color, ancestry, national origin, age, gender, sexual orientation, gender identity, age, religion, creed, disability, medical condition, genetic information, marital or veterans status.

    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.
    • 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.
    • Accountability- Holds oneself responsible for required actions, and ensures that team members/colleagues/ peers also own responsibility for their designated tasks while meeting collective team and company goals. All in service of creating a high performing environment
    • Collaboration & Influencing- Effectively communicates and cooperates with peers, partners, leaders & customers to achieve outcomes. Builds relationships and creates an environment wherein people can naturally work together for the good of the company and our customers.
    • 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.

    Seeing Beyond the Job Ad

    At Turnitin, we recognize it’s unrealistic for candidates to fulfil 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 without regard to race, color, ancestry, national origin, age, gender, sexual orientation, gender identity, age, religion, creed, disability, medical condition, genetic information, marital or veterans status, domestic partner status, AIDS or HIV status, height, weight, or association with members of a protected class.

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