Senior Manager, Technical Support (Philippines Remote)

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Senior Manager, Technical Support (Philippines Remote)Full-timeCompany DescriptionWhen you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For more than 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Turnitin products are used by educational institutions and certification and licensing programs to uphold integrity and increase learning performance, and by students and professionals to do their best, original work.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.Job DescriptionManage 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 OutputsManage not only specialists within the team but also those with lead/supervisory responsibility of other staff across Turnitin productsActively 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 impactDeliver 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 proceduresWork 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 questionsHandle escalations from Product Specialists, liaising with team members across all tiers, and other key stakeholders as requiredPartner 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 membersCollaborate with the team both up and downstream to encourage the creation of ongoing training and development programmes for the Support communityOwn 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 requiredIdentify, 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 questionsWork 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/eventsDeputise for the Global Support Director as...