Full-Time Team Lead, Technical Support

Primary Focus: Leading a team of Technical Support Representatives to assist Tier 1 Support, ensuring successful user support and continuous team improvement.

Key Responsibilities:

• Manage time effectively for leadership duties and case work.
• Lead by example in case quality.
• Proactively support Turnitin users (administrators, instructors, etc.) to resolve problems, grant system access, and ensure optimal performance.
• Become a Subject Matter Expert on Turnitin products and expand knowledge on related product lines.
• Manage team performance through clear goals, formal/informal reviews, feedback, and recognition.
• Ensure team adherence to Turnitin operating procedures and collaborate with support leadership.
• Enable team member development through coaching and guidance.
• Provide quality feedback to direct reports based on Quality and Knowledge team output.
• Deliver regular 1-1s with structured feedback and guidance.
• Collaborate with internal teams (BPO Operations, Tier 3, Product, Development, etc.) to enhance customer experience.
• Identify issues/trends with support leadership and Tier 3 teams.
• Review top issues monthly to improve external education and reduce tickets.
• Support Quality and Knowledge team with training modules creation.
• Participate in team recruitment as needed.
• Develop team awareness of business strategy and culture.
• Manage team scheduling for 24/7 coverage based on case patterns.
• Manage queues and channels for timely responses and engagement.
• Provide support for client escalations and incident response.
• Actively pursue personal development.

Essential Skills and Experience:

• Experience building customer relationships
• 2+ years experience in Technical Support
• Bachelor's Degree in Computer Science or equivalent
• Team leadership/supervisory experience
• Strong Windows and Mac OS knowledge
• Understanding of multiple integration paths
• In-depth knowledge of Turnitin products, configurations, features, bugs, and known issues.
• Broad understanding of web technologies and SaaS
• Understanding of Learning Management Systems (LMS)
• Provide "White Glove" support for complex cases.
• Proven track record of identifying case trends and resolving issues.
• Experience with CRM systems (e.g., Zendesk)
• Excellent written and verbal communication
• Strong organizational and analytical skills

Desirable Skills:

• Coaching experience
• Familiarity with reporting
• Experience in the education field and/or with educational technology products
• Experience in an omni-channel contact center environment (phone, chat, email)

Personal Attributes:

• Action-oriented mindset
• Passion for education and customer experience
• Ability to work in a fast-paced environment with multiple priorities
• Ability to work independently and under pressure
• Broad knowledge of online software and technologies
• Strong leadership skills
• Commercial awareness and understanding of education sector
• Excellent interpersonal skills

What is the last date for applying to the job?

Which countries are accepted for this remote job?