Turnitin

Role Description We’re looking for an experienced, relationship-driven Customer Success Manager (CSM) who is passionate about helping educational institutions realize the full value of their investment in our solutions. The ideal candidate thrives at the intersection of customer partnership and commercial impact—someone who builds trusted relationships, drives adoption, and proactively identifies opportunities for growth through renewals, upsells, and cross-sell referrals. - Own customer retention and growth: Secure renewals and identify opportunities for expansion and referral-based cross-sells within assigned accounts. - Drive adoption and outcomes: Ensure customers are achieving measurable value from our solutions by developing success plans, sharing best practices, and leading data-driven business reviews. - Build trusted relationships: Engage stakeholders across all levels of the institution—from administrators and faculty to executive leadership—to strengthen advocacy and partnership. - Act as the customer’s voice: Represent customer feedback internally to Product, Marketing, and Sales teams to inform roadmap and go-to-market strategies. - Collaborate to win: Partner closely with Account Executives, Solutions Consultants, and Marketing to deliver a seamless customer experience from onboarding through renewal. - Monitor health and engagement: Leverage customer insights, usage data, and satisfaction metrics to proactively address risks and ensure long-term success. - Champion customer advocacy: Identify and nurture advocates who can participate in case studies, references, and peer community events. Qualifications - 5+ years of experience in Customer Success, Account Management, or a similar client-facing role within SaaS or EdTech. - Proven track record of meeting or exceeding renewal, upsell, and customer satisfaction targets. - Strong ability to build and maintain executive-level relationships within higher education institutions. - Deep understanding of the education technology landscape and the unique challenges of teaching, learning, and academic integrity. - Excellent communication, presentation, and storytelling skills—able to articulate value and outcomes clearly to diverse audiences. - Highly organized, data-driven, and adept at managing a portfolio of accounts with discipline and empathy. - Proficiency with CRM and Customer Success tools (e.g., Salesforce, Gainsight, Totango, etc.). - A collaborative teammate with a growth mindset, resilience, and a passion for education. Requirements - The expected annual base salary range for this position is: $77,700/year to $129,500/year. This position is commission-based. - 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. Benefits - Remote First Culture - Health Care Coverage - Education Reimbursement - Competitive Paid Time Off - Self-Care Days - National Holidays - 2 Founder Days + Juneteenth Observed - Paid Volunteer Time Off - Charitable Contribution Match - Monthly Wellness or Home Office Reimbursement - Access to Employee Assistance Program (mental health platform) - Parental Leave - Retirement Plan with match/contribution

Role Description You will play a critical role in the delivery of world-class client support and are responsible for responding to technical and non-technical customer queries. We are looking for an enthusiastic, self-motivated individual with a technical or customer support background to expand our Customer Support team. The successful candidate will possess very strong problem-solving and communication skills. They will thrive in a fast-paced, team-oriented environment, and process the ability to manage multiple tasks simultaneously. This role is best suited for a self-starter comfortable working with internal and external customers. - Proactively support the Turnitin product line via primarily email, (sometimes phone & live chat), ensuring problem resolution, system access, and optimal system performance. - Coordinate closely with Engineering and Product Management on all product issues & releases. - Develop positive customer and cultural relations. - Assist in the translation, maintenance, and updating of technical documentation associated with the product line. Qualifications - Bachelor’s degree or applicant with experience working in a customer support role. - Fluent spoken/written English. - Ability to work in a fast-paced environment, manage multiple projects, set priorities, work independently, and perform under pressure. - Excellent computer skills. - Knowledge of one or more of the following Operating Systems (Windows, Mac, Linux). - A good understanding of Microsoft Office products. - Excellent planning and organizational skills. - Ability to work with sensitive and confidential material and possess excellent judgment. - Weekend work and early/late hours required. Requirements - Familiarity with Learning Management Systems such as Blackboard, Moodle, Canvas or D2L. - Broad understanding of web technologies and Software as a Service (SaaS). Benefits - Remote First Culture. - Health Care Coverage*. - Education Reimbursement*. - Competitive Paid Time Off. - Self-Care Days. - National Holidays*. - 2 Founder Days + Juneteenth Observed. - Paid Volunteer Time*. - Charitable contribution match*. - Monthly Wellness or Home Office Reimbursement*. - Access to Modern Health (mental health platform). - Parental Leave*. - Retirement Plan with match/contribution*.

Role Description You will play a critical role in the delivery of world-class client support and are responsible for responding to technical and non-technical customer queries. We are looking for an enthusiastic, self-motivated individual with a technical or customer support background to expand our Customer Support team. The successful candidate will possess very strong problem-solving and communication skills. They will thrive in a fast-paced, team-oriented environment, and process the ability to manage multiple tasks simultaneously. This role is best suited for a self-starter comfortable working with internal and external customers. - Proactively support the Turnitin product line via primarily email, (sometimes phone & live chat), ensuring problem resolution, system access, and optimal system performance. - Coordinate closely with Engineering and Product Management on all product issues & releases. - Develop positive customer and cultural relations. - Assist in the translation, maintenance, and updating of technical documentation associated with the product line. Qualifications - Bachelor’s degree or applicant with experience working in a customer support role. - Fluent spoken/written English. - Ability to work in a fast-paced environment, manage multiple projects, set priorities, work independently, and perform under pressure. - Excellent computer skills. - Knowledge of one or more of the following Operating Systems (Windows, Mac, Linux). - A good understanding of Microsoft Office products. - Excellent planning and organizational skills. - Ability to work with sensitive and confidential material and possess excellent judgment. - Weekend work and early/late hours required. Requirements - Familiarity with Learning Management Systems such as Blackboard, Moodle, Canvas or D2L. - Broad understanding of web technologies and Software as a Service (SaaS). Benefits - Remote First Culture. - Health Care Coverage* - Education Reimbursement* - Competitive Paid Time Off. - Self-Care Days. - National Holidays* - 2 Founder Days + Juneteenth Observed. - Paid Volunteer Time* - Charitable contribution match* - Monthly Wellness or Home Office Reimbursement/* - Access to Modern Health (mental health platform). - Parental Leave* - Retirement Plan with match/contribution*

Role Description The Global Campaign Specialist plays an important role in the day-to-day foundational aspects of global campaign planning and execution. In this role, the Global Campaign Specialist supports the Global Campaign team (manager and sr manager) in the development of global marketing campaigns and works collaboratively across various marketing teams to build and support the processes that facilitate execution. - Developing and launching campaigns - Support the creation of comprehensive campaign plans, including campaign goals, timelines, budgets, and performance metrics. - Track and monitor campaign progression so appropriate action can be taken if deadlines or goals are not being met. - Support the execution of global marketing campaigns across multiple channels to drive brand awareness, customer acquisition, and revenue growth. - Lead coordination of localisation efforts across campaigns, working closely with Regional Marketing and Localisation teams to maintain timely delivery of localised assets. - Creating new Salesforce campaigns and maintaining campaign hierarchies to ensure accurate tracking and reporting structures. - Provide guidance and support to regional teams in implementing global campaign strategies and best practices. - Support the optimization of campaign performance by analyzing campaign data, driving A/B tests, and implementing data-driven optimizations. - Support workflow optimization and facilitate campaign implementation across the marketing department. - Proactive in identifying and championing the adoption of emerging AI tools to enhance team efficiency and innovation. - Maintain and optimize project infrastructure, including the organization of internal folder structures and documentation systems, and Asana-based campaign and workflow management. - Support with internal campaign communications to keep the wider organization informed on campaign activity and milestones. - Identify opportunities for campaign process improvements and support the implementation of scalable solutions. - Support the monitoring of campaign progress, analyze KPIs, and provide regular reports and recommendations to stakeholders. Qualifications - 5+ years of related work experience. - Excellent problem-solving, organizational, interpersonal, decision-making, attention to detail, and time management skills. - Proven experience project managing and supporting the development of high-impact, performance-focused marketing campaigns. - Good analytical skills and data-driven thinking. - Experience using AI tools, such as Asana integrations. - Ability to think critically and exercise independent judgement and discretion. - Excellent collaboration and communication skills. - Ability to thrive in a fast-paced, challenging, cross-departmental, global organization. - Familiarity with project management software (Asana preferable). - Good working knowledge of Salesforce.com. - Self-motivated and committed. - Approachable. - Tenacious. - Curious. - Creative. - Love learning and developing new skills. - Self-aware. - Experience and knowledge of the education technology sector welcome. Benefits - Remote First Culture - Health Care Coverage* - Education Reimbursement* - Competitive Paid Time Off - Self-Care Days - National Holidays* - 2 Founder Days + Juneteenth Observed - Paid Volunteer Time* - Charitable contribution match* - Monthly Wellness or Home Office Reimbursement/* - Access to Modern Health (mental health platform) - Parental Leave* - Retirement Plan with match/contribution* Company Description When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in global education. For over 25 years, Turnitin has partnered with educators and institutions to develop learning integrity solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world: Turnitin Feedback Studio, Clarity, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Protecting the value of an authentic education is at the heart of who we are. Experience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education. Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

Role Description As a Content Marketing Specialist, you will be at the forefront of executing content strategies with a primary focus on campaign-related assets and conversion rate optimization. Your role is pivotal in driving measurable conversion lift through compelling and strategic content creation. This position requires a creative thinker with a strong grasp of digital campaign assets and proven ability to optimize ad and landing page copy. - Conversion-centric copy: Craft persuasive and compelling copy across digital campaign assets, including paid ads, emails, newsletters, and landing pages, to improve conversion rates. Collaborate on A/B testing initiatives to iterate on messaging for optimal performance and be effective at interpreting and incorporating feedback to reflect content performance metrics. - Campaign content creation: Develop engaging and conversion-focused full-funnel content optimized for campaign personas and conversion goals, with a focus on seamless messaging from ad to landing page. - Research: Conduct in-depth research to ensure content is accurate and relevant, leading to the creation of long-form content, blogs, and ebooks. - Customer stories: Manage the end-to-end development and delivery of customer stories, including creating project briefs, coordinating with internal stakeholders, working with an external storytelling agency, supporting agency-led interviews and/or conducting customer interviews, overseeing content and asset production, and ensuring projects are delivered on time and to brand standards. - Optimize copy for SEO: Conduct keyword research and apply best practices to content for search engine discoverability. - Campaign blog content: Support the Senior Content Marketing Specialist in the planning and delivery of the blog program, including topic ideation, content briefs, and the creation and editing of blog content to support campaign objectives. - Copy editing: Review and edit written content for grammatical accuracy, clarity, and adherence to our brand guidelines. - Content calendar: Help maintain content calendar and ensure timely publication. - Project management: Manage multiple deadlines effectively, delivering high-quality copy within specified timeframes. - Keep up-to-date with industry best practices, emerging trends, and new technologies to continuously improve copywriting skills and contribute innovative ideas. Qualifications - 5+ years of related work experience. - Demonstrated experience in content marketing, with a focus on creating assets that contribute to campaign success. - Experience in conversion rate optimization and testing methodologies for digital marketing assets. - Experience writing and optimizing high-converting ad copy and landing page content. - Exceptional copywriting skills with a portfolio that showcases the ability to create persuasive and conversion-centric content. - Understanding of SEO principles and the ability to optimize content for search engines. - Strong collaboration skills, able to work closely with cross-functional teams to align content with broader marketing goals. - Comfortable using analytics tools to analyze conversion funnels, measure content performance, and make data-driven recommendations to improve campaign outcomes. - Collaborative mindset with excellent communication and project management skills. - Bachelor’s degree in English, communications, or related field. Requirements - 5+ years of related work experience. - Demonstrated experience in content marketing, with a focus on creating assets that contribute to campaign success. - Experience in conversion rate optimization and testing methodologies for digital marketing assets. - Experience writing and optimizing high-converting ad copy and landing page content. - Exceptional copywriting skills with a portfolio that showcases the ability to create persuasive and conversion-centric content. - Understanding of SEO principles and the ability to optimize content for search engines. - Strong collaboration skills, able to work closely with cross-functional teams to align content with broader marketing goals. - Comfortable using analytics tools to analyze conversion funnels, measure content performance, and make data-driven recommendations to improve campaign outcomes. - Collaborative mindset with excellent communication and project management skills. - Bachelor’s degree in English, communications, or related field. Benefits - Remote First Culture - Health Care Coverage* - Education Reimbursement* - Competitive Paid Time Off - Self-Care Days - National Holidays* - 2 Founder Days + Juneteenth Observed - Paid Volunteer Time* - Charitable contribution match* - Monthly Wellness or Home Office Reimbursement* - Access to Modern Health (mental health platform) - Parental Leave* - Retirement Plan with match/contribution*

Role Description Turnitin is seeking a Principal Backend Engineer with a strong focus on backend development, particularly in Java and serverless architectures, combined with solid frontend experience. This role is ideal for engineers passionate about building scalable distributed systems, data modeling, and delivering high-performing, reliable software solutions for our award-winning educational platform. As a core contributor to our shared services team, you will play a key role in developing and enhancing the foundational systems that power both existing and new applications. This role is fully hands-on, requiring active involvement in coding, development, and implementation of technical solutions. You will also be called upon to lead more junior engineers and collaborate with other teams. - Lead and design, development, and optimization of scalable backend services using Java and serverless technologies (e.g., AWS Lambda). - Architect and implement RESTful APIs and event-driven systems to support high-performance, distributed applications. - Provide technical leadership to the team, ensuring alignment with architectural standards and best practices. - Contribute to the development and integration of user-facing frontend components when needed. - Analyze and optimize existing services to enhance performance, scalability, and cost-efficiency. - Collaborate with cross-functional teams, including Architects, Product Managers, and engineering leads, to deliver innovative and impactful solutions. - Mentor and guide junior developers, fostering a culture of continuous learning and knowledge sharing. - Oversee the implementation and maintenance of CI/CD pipelines to ensure efficient and reliable software delivery. - Maintain high standards of code quality through rigorous peer reviews, comprehensive testing, and adherence to industry best practices. - Create comprehensive documentation for the developed shared components, including usage guidelines and examples. Qualifications - Over 10 years of experience in backend development with deep proficiency in Java and extensive hands-on experience with serverless frameworks (e.g., AWS Lambda, Google Cloud Functions). - Solid understanding of frontend technologies, including React and Web Components, with the ability to contribute when needed. - Expertise in designing and managing distributed systems, ensuring scalability, and advanced data modeling techniques. - Demonstrated ability to lead and collaborate effectively with cross-functional teams and stakeholders across multiple locations, including distributed teams in Europe and the USA, to deliver impactful, high-quality solutions. - Practical expertise in cloud technologies, specifically developing serverless applications on AWS using services such as Lambda, DynamoDB, API Gateway, SNS/SQS, and EventBridge. - Deep understanding of software development best practices, including design patterns, test-driven development (TDD), behavior-driven development (BDD), and clean code principles. - Experience implementing and managing CI/CD pipelines for automated build, deployment, and testing. - Familiarity with modern DevOps practices and infrastructure-as-code (IaC). - Proven ability to conduct comprehensive system design reviews, ensuring architectural alignment, scalability, performance, and adherence to best practices. - Proven experience as a Tech Lead, with a strong track record of mentoring and coaching junior engineers, promoting skill development, and driving adherence to best practices to ensure team growth and technical excellence. - Exceptional collaboration skills, working effectively across cross-functional teams, including Product Managers, Architects, and other engineering leads. - Ability to communicate complex technical concepts clearly to both technical and non-technical stakeholders. - Strong problem-solving skills, with a track record of troubleshooting and optimizing existing systems for performance, scalability, and cost efficiency. - Ability to make strategic technical decisions while balancing project deadlines and business goals. Requirements - Experience with frontend technologies such as React, Angular, or Web Components is a plus. - Familiarity with monitoring and observability tools (e.g., CloudWatch, New Relic, Datadog). - Knowledge of data modeling and working with both NoSQL databases. - Understanding of agile methodologies, including Scrum, XP and Kanban. - Understanding or experience with AI/ML. Benefits - Remote First Culture - Health Care Coverage* - Education Reimbursement* - Competitive Paid Time Off - Self-Care Days - National Holidays* - 2 Founder Days + Juneteenth Observed - Paid Volunteer Time* - Charitable contribution match* - Monthly Wellness or Home Office Reimbursement/* - Access to Modern Health (mental health platform) - Parental Leave* - Retirement Plan with match/contribution* * varies by country

Role Description As a member of the GRaF (Grading and Feedback) team, the purpose of this role is to build and maintain services related to grading and feedback functionality. The Senior Software Engineer - Backend Services will be responsible for designing, implementing, and maintaining scalable, high-performance backend systems using AWS Lambda and related technologies. This role is critical in developing and optimizing our serverless architecture. Cross functionally this role will interface mainly with QA, Product, UX, and Support. - Architect and develop robust, scalable backend services using AWS Lambda. - Design / implement RESTful APIs and event-driven systems. - Optimize existing services for improved performance and cost-efficiency. - Collaborate with cross-functional teams to integrate backend services with frontend applications. - Implement and maintain CI/CD pipelines with GitHub actions. - Conduct code reviews and mentor junior engineers. - Troubleshoot and resolve complex technical issues in production environments. - Continue to grow and learn as a developer. Qualifications - 5+ years of experience in backend development. - Strong proficiency in at least one programming language suitable for AWS Lambda (e.g., Java, Python, Node.js); Java strongly preferred. - Experience with AWS services, particularly Lambda, API Gateway, and DynamoDB. - Solid understanding of serverless architecture principles and best practices. - Experience with microservices design patterns and event-driven architectures. - Proficiency in modern version control systems (e.g., Git) and CI/CD tools. - Strong problem-solving skills and attention to detail. Requirements - The expected annual base salary range for this position is: $112,125/year to $186,875/year. - This position is bonus eligible. - 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. Benefits - Remote First Culture - Health Care Coverage - Education Reimbursement - Competitive Paid Time Off - Self-Care Days - National Holidays - 2 Founder Days + Juneteenth Observed - Paid Volunteer Time Off - Charitable Contribution Match - Monthly Wellness or Home Office Reimbursement - Access to Employee Assistance Program (mental health platform) - Parental Leave - Retirement Plan with match/contribution

Role Description The Senior Software Quality Engineer (SSQE) plays a critical role in assuring quality (adherence to requirements and user experience) by testing the company's applications. This role shares ownership over moderate to complex architecture developments, including strategy, plan, framework, and solution development. The SSQE is responsible for creating automation frameworks from scratch, solving high complexity problems, developing Continuous Testing (CT) models, and acting as a Point of Contact (POC) for technical guidance across the product domain. Responsibilities: - Defines, develops, and implements quality assurance best practices and procedures: test strategies, test plans, test cases, and other quality-related assessments for their Domain. - Participates in all aspects of testing, including functional, regression, integration, and test planning. - Works collaboratively with their team during all project stages to provide in-process testing results. - Designs, writes, executes, and maintains automated and manual tests, as well as frameworks for UI tests. - Augments development teams by enhancing test coverage where needed. - Investigates, records, triages, and tracks defects, and verifies their fixes. - Participates in code releases and the code review process. - Stays up-to-date with new testing tools and test strategies. - Provides leadership, guidance, training, and mentoring to implement quality validations and initiatives for the domain. - AI Integration: Leverages generative AI coding assistants to optimize framework scripting, and implements prompt engineering methodologies to draft automated test workflows and generate scalable test datasets. Qualifications - Experience: 6+ years of related professional experience. - Computer science degree or demonstrable experience. - Technical Expertise (High): UI Web Automation, UI Desktop Automation, UI Web/Mobile/Desktop Functional/Manual, STLC & QA Concepts, Test Planning and Strategizing, Management of Test Data. Proficient on OOLPs and test frameworks like: Selenium (Mandatory) and Playwright (desired). - Technical Expertise (Medium-High): CI/CD/CT (Jenkins, Git, etc.), UI Mobile Automation, AWS (S3, Lambda, EC2, CloudWatch), Agile (Scrum & Kanban), Test Management. API Automation, API Testing (Manual). - AI and Modern QA Competency (Medium-High - Mandatory): Practical application of Generative AI tools (e.g., Copilot, ChatGPT) for script generation and maintenance, test documentation, and failure logs analysis. - Problem Solving: Proven ability to understand and work on complex issues requiring in-depth evaluation of variable factors, exercising judgment in selecting methods and techniques. - Impact: Capacity to assist in designing functional plans to prevent critical delays and production bugs. - Collaboration: Networks effectively with key contacts outside their immediate area of expertise. Acts as a Technical Lead and Mentor, actively influencing development and QA peers to adopt modern quality standards, participate in incident reviews, and champion a shared-ownership culture for code quality. - Nice to have experience with accessibility and performance testing. Benefits - Remote First Culture - Health Care Coverage* - Education Reimbursement* - Competitive Paid Time Off - Self-Care Days - National Holidays* - 2 Founder Days + Juneteenth Observed - Paid Volunteer Time* - Charitable contribution match* - Monthly Wellness or Home Office Reimbursement/* - Access to Modern Health (mental health platform) - Parental Leave* - Retirement Plan with match/contribution* Company Description When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in global education. For over 25 years, Turnitin has partnered with educators and institutions to develop learning integrity solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world. Experience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education. Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

Role Description Working as a member of the Support Operations Team, this role will provide day-to-day support, maintenance, and implementation of new features across multiple channels and brands in our Zendesk and AWS Connect instances. You will play a pivotal role in the ongoing success of our Support Teams and the wider Customer Experience function through the implementation and ownership of customer-focused processes, systems management, and reporting. A core focus of this position will be driving our generative AI and automation roadmap, ensuring our AI tools, automated routing, and conversational bots are optimized for efficiency and accuracy. Promoting consistency and the adoption of best practices, you will work closely with key stakeholders across Systems, Engineering, and Go-to-Market teams to develop and refine workflows, manage changes smoothly, and keep customers informed of system health via Statuspage and degradation reporting. Responsibilities: - Maintenance and optimisation of Customer Experience (CX) platforms - Review Triggers, Automations, Views, Macros, and contact flows, ensuring that these are up to date and retired as needed. - Build workflows—including automated routing logic and AI bot configurations—and capture relevant analytics to drive process improvement, measure performance, and enhance the end-user experience. - Provide technical support for Turnitin's internal Customer Experience (CX) platforms end users when they encounter system requests or service issues. - Partner with the internal Turnitin Systems Team, Zendesk support, and AWS support vendors to resolve advanced service issues and platform needs that cannot be handled in-house. - Provide operations support, upgrades, and configurations across all Zendesk and AWS Connect support channels to effectively manage new feature requests and platform maintenance. - Configure, train, test, and maintain Generative AI solutions that provide accurate responses to customer inquiries, utilizing knowledge sources, conversation analytics, and user feedback to continuously improve AI performance, answer quality and adoption. - Lead the development, implementation, and continuous optimization of AI powered customer support experiences, leveraging automation, conversational AI, and self-service technologies to reduce incoming customer tickets, increase self-service and improve the overall customer experience. - Monitor AI performance metrics, identify opportunities for improvement, and collaborate with Support, Quality & knowledge, and our Operational teams to enhance AI effectiveness, expand automation use cases, and improve the overall customer experience. - Audit user permissions on a monthly basis, ensuring that we are tracking against forecast on our flexible licensing model, and users who are not actively utilising their accounts are downgraded. - Review access requests for both agents and members of other teams across the business, ensuring that the correct roles and access are provided, without incurring unnecessary costs. - Collaborate with leadership and peers to develop and maintain platform policies and processes, ensuring that Standard Operating Procedures (SOPs) for systems and AI usage are produced and maintained at a regular cadence. - Design, deliver and maintain technical monitoring reports and dashboards, across multiple systems, to ensure that our Support Teams and the wider Customer Experience organisation have the visibility to serve our customers in an informed and proactive manner. - Contribute to the P0 process and subsequent postmortem and degradation report activity, ensuring that customer impact analysis is available. - Assist in supporting and updating public-facing system monitoring tools (Statuspage) from a Customer Experience perspective, always operating with a customer-centric mentality. - Utilize reporting and ticket deflection metrics to provide monthly staffing forecasting and oversight of work force management metrics. Qualifications - 2+ years experience of working as an Administrator of Zendesk. - Experience with integrations, connector apps and APIs. - A strong understanding of AI tools used in Technical Support teams (including Zendesk AI, automated chatbots, or conversational routing). - Proficiency with troubleshooting technical issues of various levels. - A strong understanding of both formal and informal change management processes. - Effective data analytics skills, with a background in using Zendesk Explore and Excel/Google Sheets. - Experience developing and implementing projects, from proof of concept to large scale deployment. - Strong organisational and analytical skills. - Excellent written and verbal communication skills including experience of reporting out across different levels of stakeholders ranging from individual contributors to executive level, with varying levels of technical knowledge. - Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners. - Passion for excellent customer and user experience. - Ability to work in a fast-paced environment, managing multiple priorities & projects. - Ability to work independently and perform under pressure. Requirements - Experience working within a multi product support organization. - Experience working as an Administrator of a multi-brand instance of Zendesk. - A working knowledge of Salesforce and Jira. - Hands-on configuration experience with AWS Connect (Contact Flows, routing, or AWS Lex integrations). Benefits - Remote First Culture - Health Care Coverage* - Education Reimbursement* - Competitive Paid Time Off - Self-Care Days - National Holidays* - 2 Founder Days + Juneteenth Observed - Paid Volunteer Time* - Charitable contribution match* - Monthly Wellness or Home Office Reimbursement/* - Access to Modern Health (mental health platform) - Parental Leave* - Retirement Plan with match/contribution*

Role Description 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. - 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. Requirements - Commercial knowledge of the education sector. - User experience of CRM systems preferably Salesforce. Benefits - Remote First Culture. - Health Care Coverage*. - Education Reimbursement*. - Competitive Paid Time Off. - Self-Care Days. - National Holidays*. - 2 Founder Days + Juneteenth Observed. - Paid Volunteer Time*. - Charitable contribution match*. - Monthly Wellness or Home Office Reimbursement*. - Access to Modern Health (mental health platform). - Parental Leave*. - Retirement Plan with match/contribution*.