Turnitin is your partner in education with integrity. Turnitin’s originality Turnitin is a global SaaS company dedicated to ensuring the integrity of education and research and supporting the development of original thinking skills. As the academic and research landscape evolves, Turnitin stays ahead of trends through advancements in technology and deep partnerships with education leaders, institutions, and practitioners. Turnitin’s content databases — built over 20 years — provide an unparalleled repository of 1+ billion student papers, best-in-class scholarly content from top publishers in every major discipline and in dozens of languages, and 70+ billion current and archived web pages. We promote honesty, consistency, and fairness across all assignment types and subject areas so that educators can help students do their best, original work. 

Key Responsibilities and Outputs

• Manage own time effectively to ensure that leadership duties are carried out, whilst also maintaining a reasonable volume of case work.

• Lead by example in case quality

• Monitor performance at team and individual level – share with support leadership team

• Manage team performance, agreeing clear goals and targets, reviewing performance formally and informally, giving feedback, course correction, motivation and enabling recognition.

• Ensure your team are following the established Tii ways of working/process and procedures, liaise and share with support leadership team to look for shared experience/problems

• Enable the development of individual team members, delivering coaching and guidance as needed to enable them to achieve their full potential.

• Provide quality feedback to direct reports, based on output from Quality and Knowledge team.

• Deliver regular 1-1’s to team members, providing structured feedback and guidance on areas for improvement

• Take part in recruitment activity for the team as required

• Develop an awareness of the business strategy and culture and ensure that this is reinforced within the team

• Overall responsibility for team scheduling to ensure that appropriate staffing is available at all times based on case arrival patterns and historical trends

• Actively progress own personal development.

Essential

• Experience in building customer relationships
• 2+ years experience in a Technical Support team.
• Proven track record of identifying case trends and working with management to track and resolve issues.
• User experience of CRM systems preferably salesforce
• Excellent written and verbal communication skills
• Strong organizational and analytical skills
• Understanding of SaaS
• Familiarity with Learning Management Systems

​​​​​​​Personal Attributes

• Action-oriented mindset
• Passion for education
• Passion for excellent customer and user experience
• Ability to work in a fast-paced environment, manage multiple priorities
• Ability to work independently and perform under pressure
• Broad knowledge of online software and relevant technologies
• Strong leadership skills
• Commercial awareness and understanding of the education sector
• ​​​​​​​Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners

Desirable

• Commercial knowledge of the education sector
• Team leadership/supervisory experience
• Experience in a coaching role
• ​​​​​​​Familiarity with reporting​

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

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.

• Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.

• 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.

• Action & Ownership - We have a bias toward action and empower teammates to make decisions.

• 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.

Seeing Beyond the Job Ad

At Turnitin, we recognize it’s unrealistic for candidates to fulfill 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.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.