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Senior Manager, Technical Support (Philippines Remote) at TurnitinLLC
TurnitinLLCManila, NCR, ph·6h ago
SeniorFull-time
Salary Range
$14,586 - $19,734 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Team Manager to join Turnitin. This role involves managing multiple teams of Specialists and team leads to ensure successful user support and continuous improvement of team capabilities.
Key Responsibilities
- →Manage specialists and team leads across Turnitin products
- →Participate in responses to live service outages and post mortem activities
- →Identify areas of improvement and risks, and proactively work to prevent impact
- →Deliver regular reporting and MI to track KPIs and monitor performance
- →Manage team performance, setting goals and targets, reviewing performance, and providing feedback
- →Ensure the team follows established ways of working, processes, and procedures
- →Work closely with the Turnitin leadership team to ensure processes and systems are effective
- →Carry out user support activities, answering client emails and questions
- →Handle escalations from Product Specialists and liaise with key stakeholders
- →Partner with the Knowledge and Quality team to ensure team members have the necessary knowledge
- →Coach and support team development, conducting regular 1-1s
- →Collaborate with the team to create ongoing training and development programs
- →Own and direct internal support projects and act as a stakeholder in cross-functional workstreams
- →Assess team performances and look at continuous improvement
- →Participate in recruitment activities
- →Lead continuous improvement projects across various subjects
- →Understand and communicate the Tii value proposition to the team
- →Work with the Global Support Director to ensure team engagement in company strategy
- →Deputise for the Global Support Director as required
- →Progress own personal development.
Requirements
- ✓Experience managing teams of specialists and team leads
- ✓Strong understanding of customer support operations
- ✓Ability to handle service outages and post mortem activities
- ✓Experience with performance management and goal setting
- ✓Knowledge of process improvement and risk management
- ✓Excellent communication and collaboration skills
- ✓Experience with reporting and tracking KPIs
- ✓Ability to coach and support team development
- ✓Understanding of the edtech marketplace and value propositions
- ✓Experience with project management and stakeholder engagement
- ✓Commitment to personal development and continuous improvement.
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