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Manager, Technical Support
Full Remote
Mid-level (2-5 years)

Manager, Technical Support



Full Remote


Mid-level (2-5 years)

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

Manage a team of Technical Support Specialists supporting a wide portfolio of products to ensure the successful support of the Turnitin user base and the continuous improvement of team capabilities and performance.

  • Deliver regular reporting and metrics to track KPIs and monitor performance at team and individual level.
  • Manage team performance, agreeing clear goals and targets, reviewing performance formally and informally, giving feedback, course correction, motivation and enabling recognition.
  • Ensure your team follows the established Tii ways of working/process and procedures but identify improvements where possible.
  • Ensure that ways of working, processes and systems are fit for purpose, efficient and effective, revising these in a proactive collaborative way.
  • Via team (and through own actions), carry out user support activities, answering client emails and questions.
  • Handle escalations from CSMs, onshore and offshore agents, liaising with technical team members and other Stakeholders as required.
  • Ensure team members have the knowledge to perform to expected standards. Coaching and supporting your team’s development as necessary, taking the lead in the performance management process, delivering regular 1-1s to team members.
  • Collaborate with your direct reports and Colleagues/Line Manager to create ongoing training and development programmes for the Support community.
  • Regularly assess team performances and look at continuous improvement – in process/ways of working, systems use, etc.
  • Take part in recruitment activity for the team as required.
  • Identify, lead and take part in continuous improvement projects across a wide platform of subjects in relation to your team and the wider Support Community – including Training/Ways of working/etc.
  • Understand both 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 Assessment Delivery Operations and offshore partners leaderships to ensure your team are engaged in both the team and wider company strategy, goals and purpose – through regular communication and meetings/events.
  • Actively progress own personal development.
  • Participate in Engineering/Product JIRA review.
  • Support P0 communication strategy leveraging T3 where needed.
  • Maintain case management and close strategy for JIRA tickets.
  • When needed, work with a team to support inbound call campaigns during peak periods.

  • 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


  • Commercial knowledge of the education sector
  • User experience of Salesforce, the Atlassian suite and Zendesk

Additional Information

The expected annual base salary range for this position is: $72,470/year to $120,783/year. This position is bonus eligible / commission-based. As a Remote-First company, actual compensation will be provided in writing at the time of offer, if extended, and is determined by work location and a range of other relevant factors, including but not limited to: experience, skills, degrees, licensures, certifications, and other job-related factors. Internal equity, market and organizational factors are also considered.

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.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

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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Mid-level (2-5 years)

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