RESPONSIBILITIES:
Manage multiple teams of Specialists and team leads to ensure the successful support of the user base and the continuous improvement of team capabilities and performance
Key Responsibilities and Outputs:
- Manage not only specialists within the team but also those with lead/supervisory responsibility of other staff across Turnitin products
- Actively participate in responses to live service outages and post mortem activities, always with a customer first mindset
- Identify future areas of improvement and risks, and proactively work to prevent/limit both customer and team impact
- Deliver regular reporting and MI to track KPIs and monitor performance at team and individual level – share with Support Director.
- Manage team performance, agreeing clear goals and targets at both an individual and wider team level, reviewing performance formally and informally, giving feedback, course correction, motivation and enabling recognition.
- Ensure the wider team are following established ways of working/process and procedures
- 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.
- Via team (and through own actions), carry out user support activities, answering client emails and questions
- Handle escalations from Product Specialists, liaising with team members across all tiers, and other key stakeholders as required
- Partner with the Knowledge and Quality team to 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 the team both up and downstream to encourage the creation of ongoing training and development programmes for the Support community
- Own and direct projects internal to support and also act as a key stakeholder in cross functional workstreams as required.
- 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 Product Support Community – including Training/Ways of working/etc
- Understand the Tii 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 understand and can handle client questions
- Work with Global Support Director to ensure your team are engaged in both the team and wider company strategy, goals and purpose – through regular communication and meets/events
- Deputise for the Global Support Director as required ensuring that our customer centricity comes through in all communications, both internal and external.
- Actively progress own personal development.
QUALIFICATIONS:
- Bachelor's degree or equivalent experience
- Experience in building customer relationships
- 10+ years in a successful customer care 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
PEOPLE SKILLS:
- Action-oriented mindset
- Passion for education
- Passion for excellent customer and user experience
- Ability to work in a fast-paced environment, manage multiple priorities & projects
- Ability to work independently and perform under pressure
- Broad knowledge of online software and relevant technologies
- Strong leadership skills
- Commercial awareness and understanding, in order to identify and exploit market opportunities in the ed sector (specifically online/e-assessment)
- Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners
BENEFITS:
- Competitive Salary and benefits
- Diverse and Inclusive Workspace
- Permanent Remote Job
- Willing to work in US Hours or Night Shift schedule
