Customer Experience Specialist

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For more than 20 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 16,000 academic institutions, publishers, and corporations use our services: Gradescope by Turnitin, iThenticate, Turnitin Feedback Studio, Turnitin Originality, Turnitin Similarity, ExamSoft, and ProctorExam.

Turnitin has offices in Australia, India, Indonesia, Japan, Korea, Mexico, the Netherlands, the Philippines, Ukraine, the United Kingdom, and the United States. Our diverse community of colleagues are all unified by a shared desire to make a difference in education. Come join us, and let's make change together.

At Turnitin, we are passionate about improving assessment in higher education. We care deeply about our users and work proactively to make and keep them happy. We iterate often and wear multiple hats, always striving to deliver new value for our users. We take pride in building reliable, high-quality software that maintains an intuitive and delightful user experience.

Gradescope is an online grading platform that enables instructors to grade everything in one place, including paper-based exams, online homework, and programming projects. We use cutting-edge technology and features like flexible auto graders and AI-assisted answer grouping to make grading faster and more equitable. Most customers start using Gradescope from a free offering, and the Gradescope Customer Happiness team works with customers to help grow their usage, ensure their satisfaction with the product. 

Our Customer Experience Specialists 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 customer support, technical, or teaching background to expand our Gradescope Product Support Team, which we also call the Customer Happiness 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 who is comfortable working with internal and external customers.  

Responsibilities:

• Proactively support users of the Gradescope product (administrators, instructors, teaching assistants, and students) via different methods including email and telephone, ensuring problem resolution, system access, optimal system performance, and overall customer happiness.
• In addition to responding to support queries, support customers through all parts of their product journey: add new institutions to our database, approve requested accounts, triage demo requests, help with user onboarding queries, respond to in-product survey feedback, and track feature requests.
• Coordinate closely with Engineering, Product Management, and Growth Team on all product issues & releases, as well as on new user onboarding initiatives.
• Develop positive customer relations and strive for every interaction with every customer to leave them satisfied and happy. 

Experience & Skills

Essential:

• Fluent spoken/written English and exceptional written communication skills.
• Ability to work in a fast-paced environment, manage multiple projects, set priorities, work independently, and perform under pressure.
• Exceptionally detail-oriented and organized.
• Excellent computer skills.
• Ability to quickly pick up new tools and software - eager and willing to become an expert in our product and the world of higher education.
• Excellent planning and organisational skills.
• Passion for customer and user experience.
• Ability to work with sensitive and confidential material and possess excellent judgment.
• BA/BS degree or equivalent practical experience.

Desirable:

• Past experience with grading (teaching a course, being a teaching assistant, tutoring, etc.)
• Past experience in the education field and/or with educational technology products
• Past experience in customer support or in a job that heavily involved communicating with customers over email. Any professional writing experience is also a plus.
• Broad understanding of web technologies and Software as a Service (SasS)

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. We strongly encourage applications from people of color, persons with disabilities, women, and the LGBTQ+ community, regardless of age, gender, religion, marital or veterans status.

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