Team Lead, Technical Support at Turnitin in Philippines Full Time NEW

Responsibilities:

• Lead a team of Triage Support Specialists.
• Manage own time to balance leadership and casework.
• Monitor and share team performance with leadership.
• Manage team performance, goals, and feedback.
• Ensure adherence to Turnitin’s working processes.
• Enable team development through coaching and guidance.
• Provide regular 1-1’s and feedback to team members.
• Participate in recruitment activities for the team.
• Oversee team scheduling based on case trends.
• Actively pursue personal development.

Requirements:

• 2+ years of experience in technical support.
• Proven ability to identify case trends and resolve issues.
• User experience with CRM systems, preferably Zendesk.
• Strong written and verbal communication skills.
• Organizational and analytical skills.
• Familiarity with SaaS and Learning Management Systems.
• Experience in building customer relationships.

Benefits:

• Remote-first culture with flexible work arrangements.
• Health care coverage and wellness programs.
• Education reimbursement and paid time off.
• Parental leave and retirement plan with match.
• Paid volunteer time and charitable contribution match.
• Access to Modern Health mental health platform.
• 4 self-care days and national holidays.