Turnitin is a leading provider of academic integrity and writing improvement solutions. The company offers tools and services designed to detect plagiarism, enhance writing quality, and facilitate peer review processes. Turnitin's ultimate mission is to promote academic honesty and improve the quality of education by providing technologies that support educators and students in producing original work. Their purpose is to help institutions and individuals maintain high standards of integrity and academic excellence, ultimately contributing to the credibility and quality of scholarly and educational content.


Technology

Turnitin, LLC

We support educators and empower students around the world to do their best original work.

You need 2+ years in bid writing, strong organizational and writing skills, EMEA tender knowledge, enterprise SaaS experience, and proficiency in Google Workspace and Office. Spanish is a plus.

You will manage RFP processes, coordinate with stakeholders, edit content, maintain proposal templates, ensure quality standards, and adapt to changing priorities in a fast-paced environment.

Customer Relations

Business, Operations & Strategy

Manila

<div>
 Company Description
 When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For over 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 21,000 academic institutions, publishers, and corporations use our services: Feedback Studio, Originality, Gradescope, ExamSoft, Similarity, and iThenticate.
 Experience a remote-centric 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 Description
 Proposal Writers combine strong writing, organizational, and time management skills to create winning bids. Detail-oriented and collaborative, they work strategically with SMEs (Subject Matter Experts) to leverage a library of RFP/Tender content, templates, and processes. They optimize proposal content repositories, ensuring efficiency and quality. Proposal writers are flexible, results-oriented planners with excellent communication abilities. This role primarily involves internal collaboration with teams like product, marketing, legal, and sales, with occasional direct customer or prospect engagement.
 Key Responsibilities and Outputs
 Proposal &amp; Response Management:
 <ul>
 <li>Understand the requirements and manage the end to end process for RFPs/Tenders and any procurement documentation</li>
 <li>Execute an intake process for RFPs/Tenders with Go-to-Market (GTM) stakeholders</li>
 <li>Drive each contributor to timelines and ensure completion of the proposal</li>
 <li>Utilize the content repository to complete the response where there are gaps in the available content, engage appropriate stakeholders to create the response</li>
 <li>Ensure proposal documents follow standard company formatting and quality standards including consistent branding for all company specific documents</li>
 </ul>
 Content Management:
 <ul>
 <li>Provide input into the design of the content repository structure</li>
 <li>Continually optimize the repository structure to ensure ease of access, security and data integrity</li>
 <li>Work with internal stakeholders to maintain available master documents sets including templates, pre-written responses</li>
 <li>Proactively collaborate and promote adherence to processes with a network of subject matter experts (SMEs)</li>
 <li>Consolidate information provided by SMEs to edit it into a defined style, tone of voice, ensuring that it is clearly articulated and easy to integrate into a proposal</li>
 <li>Scheduling regular reviews of the content repository to identify areas that need to be updated/expanded</li>
 </ul>
 Product Knowledge:
 <ul>
 <li>Maintain knowledge of our product set and understand the value proposition provide to our customers</li>
 <li>Understand how our products fall into the marketplace and with competitors</li>
 <li>Quality focused Continuous Improvement</li>
 <li>Good interpersonal and influencing skills</li>
 <li>Ability to work in a fast-paced environment and manage multiple priorities</li>
 <li>Ability to prioritize own workload</li>
 <li>Ability to work independently and perform under pressure to tight deadlines</li>
 <li>Excellent communication skills, writing and analytical skills</li>
 <li>Proactive working style with the ability to adapt to change</li>
 </ul> Qualifications
 Essential:
 <ul>
 <li>2+ years experience as a bid writer, tender coordinator, or an equivalent combination of education and experience to successfully perform the key responsibilities of the job</li>
 <li>Organizational skills including accuracy, timeliness and detail oriented with the ability to work well while managing multiple activities and meeting established goals</li>
 <li>Excellent writing, editing and reviewing skills</li>
 <li>Excellent English communication skills (both written and verbal)</li>
 <li>Understanding of tender processes, Europe, Middle East, and Africa (EMEA) region</li>
 <li>Proficiency in Google Workspace (docs, sheets, slides) and Microsoft Office (Word, Excel)</li>
 <li>Higher Education level, or equivalent experience</li>
 <li>Ability to work local hours for the NOA/EMEA regions</li>
 </ul>
 Preferred:
 <ul>
 <li>At least 2 years experience working with various departmental streams including Sales, Managers, Technical, Developers and Administrative staff</li>
 <li>Experience in Enterprise software/SaaS</li>
 <li>Multiple language knowledge (Spanish desired)</li>
 <li>Local compliance &amp; registration for EMEA jurisdictions region extending to web-based portals, e.g. Spain, Italy, France</li>
 </ul> Additional Information
 Total Rewards @ Turnitin Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education, and thriving in an organization that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remote-centric 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 Mission is to ensure the integrity of global education and meaningfully improve learning outcomes. Our Values underpin everything we do.
 <ul>
 <li> 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.</li>
 <li> Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.</li>
 <li> 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.</li>
 <li> Action &amp; Ownership - We have a bias toward action and empower teammates to make decisions.</li>
 <li> One Team - We strive to break down silos, collaborate effectively, and celebrate each other’s successes.</li>
 <li> Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.</li>
 </ul>
 Global Benefits
 <ul>
 <li>Remote First Culture</li>
 <li>Health Care Coverage*</li>
 <li>Education Reimbursement*</li>
 <li>Competitive Paid Time Off</li>
 <li>4 Self-Care Days per year</li>
 <li>National Holidays*</li>
 <li>2 Founder Days + Juneteenth Observed</li>
 <li>Paid Volunteer Time*</li>
 <li>Charitable contribution match*</li>
 <li>Monthly Wellness or Home Office Reimbursement/*</li>
 <li>Access to Modern Health (mental health platform)</li>
 <li>Parental Leave*</li>
 <li>Retirement Plan with match/contribution*</li>
 </ul>
 <ul>
 <li>varies by country</li>
 </ul>
 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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
</div>


 Company Description
  When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For over 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 21,000 academic institutions, publishers, and corporations use our services: Feedback Studio, Originality, Gradescope, ExamSoft, Similarity, and iThenticate.
 Experience a remote-centric 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 Description
  Proposal Writers combine strong writing, organizational, and time management skills to create winning bids. Detail-oriented and collaborative, they work strategically with SMEs (Subject Matter Experts) to leverage a library of RFP/Tender content, templates, and processes. They optimize proposal content repositories, ensuring efficiency and quality. Proposal writers are flexible, results-oriented planners with excellent communication abilities. This role primarily involves internal collaboration with teams like product, marketing, legal, and sales, with occasional direct customer or prospect engagement.
  Key Responsibilities and Outputs
  Proposal & Response Management:
 
  Understand the requirements and manage the end to end process for RFPs/Tenders and any procurement documentation
  Execute an intake process for RFPs/Tenders with Go-to-Market (GTM) stakeholders
  Drive each contributor to timelines and ensure completion of the proposal
  Utilize the content repository to complete the response where there are gaps in the available content, engage appropriate stakeholders to create the response
  Ensure proposal documents follow standard company formatting and quality standards including consistent branding for all company specific documents
 
  Content Management:
 
  Provide input into the design of the content repository structure
  Continually optimize the repository structure to ensure ease of access, security and data integrity
  Work with internal stakeholders to maintain available master documents sets including templates, pre-written responses
  Proactively collaborate and promote adherence to processes with a network of subject matter experts (SMEs)
  Consolidate information provided by SMEs to edit it into a defined style, tone of voice, ensuring that it is clearly articulated and easy to integrate into a proposal
  Scheduling regular reviews of the content repository to identify areas that need to be updated/expanded
 
  Product Knowledge:
 
  Maintain knowledge of our product set and understand the value proposition provide to our customers
  Understand how our products fall into the marketplace and with competitors
  Quality focused Continuous Improvement
  Good interpersonal and influencing skills
  Ability to work in a fast-paced environment and manage multiple priorities
  Ability to prioritize own workload
  Ability to work independently and perform under pressure to tight deadlines
  Excellent communication skills, writing and analytical skills
  Proactive working style with the ability to adapt to change
   Qualifications
  Essential:
 
  2+ years experience as a bid writer, tender coordinator, or an equivalent combination of education and experience to successfully perform the key responsibilities of the job
  Organizational skills including accuracy, timeliness and detail oriented with the ability to work well while managing multiple activities and meeting established goals
  Excellent writing, editing and reviewing skills
  Excellent English communication skills (both written and verbal)
  Understanding of tender processes, Europe, Middle East, and Africa (EMEA) region
  Proficiency in Google Workspace (docs, sheets, slides) and Microsoft Office (Word, Excel)
  Higher Education level, or equivalent experience
  Ability to work local hours for the NOA/EMEA regions
 
  Preferred:
 
  At least 2 years experience working with various departmental streams including Sales, Managers, Technical, Developers and Administrative staff
  Experience in Enterprise software/SaaS
  Multiple language knowledge (Spanish desired)
  Local compliance & registration for EMEA jurisdictions region extending to web-based portals, e.g. Spain, Italy, France
   Additional Information
  Total Rewards @ Turnitin Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education, and thriving in an organization that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remote-centric 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 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.
 
  Global Benefits
 
  Remote First Culture
  Health Care Coverage*
  Education Reimbursement*
  Competitive Paid Time Off
  4 Self-Care Days per year
  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
 
  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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


Proposal Writer (Mexico & Philippines Remote) - Turnitin, LLC

Philippines

Proposal Writer (Mexico & Philippines Remote)

United Kingdom

United States

India

Australia

You need 3+ years in global cash collections, advanced Excel skills, credit risk experience, and strong communication and organizational abilities. Legal ledger experience is a plus.

You will manage multi-currency ledgers, maintain customer relationships, resolve queries, allocate cash, process final notices, adhere to document processes, and support cash collection targets.

Accounting & Tax

<div>
 Company Description
 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, Ouriginal and ProctorExam.
 Turnitin has offices in Australia, India, Indonesia, Germany, Japan, Korea, Mexico, the Netherlands, the Philippines, Sweden, 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. Job Description
 Reporting to Collections Team Lead, this role is responsible for working in a fast-paced global team to efficiently collect cash from customers. The role involves proactive communication with customers to facilitate timely payments and maintain positive relationships while ensuring adherence to the company's collections policies and procedures.
 Responsibilities:
 <ul>
 <li>Manage a high-volume multi-currency ledger, ensuring adherence to agreed-upon terms.</li>
 <li>Develop and maintain customer relationships both internal and external and have an awareness of cultural and regional differences with respect, while effectively enforcing agreed terms.</li>
 <li>Query handling and investigation, liaise with other departments to ensure swift resolutions of queries and efficient OTC flow.</li>
 <li>Cash allocation, assisting with identification of payments and ensuring short paid reason is identified and correctly categorised and resolved within month payment received.</li>
 <li>Carefully and sensitively process final notices working with internal stakeholders, taking appropriate levels of actions in cases of non payments, including up to account closure and service termination.</li>
 <li>Ensure all document processes are followed and DOA’s approvals adhered to at all times.</li>
 <li>Enable the business to meet its cash collection targets and needs.</li>
 </ul> Qualifications
 Required:
 <ul>
 <li>3+ years proven track record of successful cash collecting in a busy global AR team</li>
 <li>Tenacious and professionally assertive</li>
 <li>Advanced Excel skills and hands-on exposure to accounting systems (NetSuite preferred)</li>
 <li>Ability to communicate effectively with both technical and non-technical colleagues</li>
 <li>Strong written and oral communication skills along with strong interpersonal skills and relationship building</li>
 <li>Strong organisational and planning skills with the ability to prioritise and manage workload involving multiple tasks, responsibilities and deadlines with follow-through and minimal supervision</li>
 <li>Self-starter and proactive thinker</li>
 </ul>
 Desirable:
 <ul>
 <li>Credit Risk experience</li>
 <li>Experience working with a legal ledger</li>
 </ul>
 Work Hours: This position requires availability for a UK shift, working from 9:00 AM to 5:30 PM BST (British Standard Time). Please ensure you are comfortable with this schedule before applying. Additional Information
 Total Rewards @ Turnitin Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education, and thriving in an organisation that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritises your overall well-being.
 Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes. Our Values underpin everything we do.
 <ul>
 <li>Customer Centric - We realise our mission to ensure integrity and improve learning outcomes by putting educators and learners at the centre of everything we do.</li>
 <li>Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.</li>
 <li>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.</li>
 <li>Action &amp; Ownership - We have a bias toward action and empower teammates to make decisions.</li>
 <li>One Team - We strive to break down silos, collaborate effectively, and celebrate each other’s successes.</li>
 <li>Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximise our impact on education.</li>
 </ul>
 Global Benefits
 <ul>
 <li>Remote First Culture</li>
 <li>Health Care Coverage*</li>
 <li>Education Reimbursement*</li>
 <li>Competitive Paid Time Off</li>
 <li>4 Self-Care Days per year</li>
 <li>National Holidays*</li>
 <li>2 Founder Days + Juneteenth Observed</li>
 <li>Paid Volunteer Time*</li>
 <li>Charitable contribution match*</li>
 <li>Monthly Wellness or Home Office Reimbursement/*</li>
 <li>Access to Modern Health (mental health platform)</li>
 <li>Parental Leave*</li>
 <li>Retirement Plan with match/contribution*</li>
 <li>
 <ul>
 <li>varies by country</li>
 </ul></li>
 </ul>
 
 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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
</div>


 Company Description
  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, Ouriginal and ProctorExam.
 Turnitin has offices in Australia, India, Indonesia, Germany, Japan, Korea, Mexico, the Netherlands, the Philippines, Sweden, 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. Job Description
  Reporting to Collections Team Lead, this role is responsible for working in a fast-paced global team to efficiently collect cash from customers. The role involves proactive communication with customers to facilitate timely payments and maintain positive relationships while ensuring adherence to the company's collections policies and procedures.
  Responsibilities:
 
  Manage a high-volume multi-currency ledger, ensuring adherence to agreed-upon terms.
  Develop and maintain customer relationships both internal and external and have an awareness of cultural and regional differences with respect, while effectively enforcing agreed terms.
  Query handling and investigation, liaise with other departments to ensure swift resolutions of queries and efficient OTC flow.
  Cash allocation, assisting with identification of payments and ensuring short paid reason is identified and correctly categorised and resolved within month payment received.
  Carefully and sensitively process final notices working with internal stakeholders, taking appropriate levels of actions in cases of non payments, including up to account closure and service termination.
  Ensure all document processes are followed and DOA’s approvals adhered to at all times.
  Enable the business to meet its cash collection targets and needs.
   Qualifications
  Required:
 
  3+ years proven track record of successful cash collecting in a busy global AR team
  Tenacious and professionally assertive
  Advanced Excel skills and hands-on exposure to accounting systems (NetSuite preferred)
  Ability to communicate effectively with both technical and non-technical colleagues
  Strong written and oral communication skills along with strong interpersonal skills and relationship building
  Strong organisational and planning skills with the ability to prioritise and manage workload involving multiple tasks, responsibilities and deadlines with follow-through and minimal supervision
  Self-starter and proactive thinker
 
  Desirable:
 
  Credit Risk experience
  Experience working with a legal ledger
 
  Work Hours: This position requires availability for a UK shift, working from 9:00 AM to 5:30 PM BST (British Standard Time). Please ensure you are comfortable with this schedule before applying. Additional Information
  Total Rewards @ Turnitin Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education, and thriving in an organisation that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritises your overall well-being.
 Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.  Our Values underpin everything we do.
 
  Customer Centric - We realise our mission to ensure integrity and improve learning outcomes by putting educators and learners at the centre 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 maximise our impact on education.
 
  Global Benefits
 
  Remote First Culture
  Health Care Coverage*
  Education Reimbursement*
  Competitive Paid Time Off
  4 Self-Care Days per year
  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
   
 
 
  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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


Collections / Cash Apps Specialist (Philippines Remote) - Turnitin, LLC

Collections / Cash Apps Specialist (Philippines Remote)

Germany

Netherlands

You need 2 years of customer support experience, a degree in Computer Science or equivalent, strong OS knowledge, integration understanding, technical writing skills, coaching ability, and education field experience.

You will provide technical support through calls, emails, and chats, resolve escalated issues, maintain ticket quality, and collaborate with teams to enhance customer experience and knowledge.

IT & Cybersecurity

<div>
 Company Description
 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, Ouriginal and ProctorExam.
 Turnitin has offices in Australia, India, Indonesia, Germany, Japan, Korea, Mexico, the Netherlands, the Philippines, Sweden, 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. Job Description
 The Technical Support Representative, Tier 2 team assists the Tier 1 Support team by liaising between Support, Development, and Product teams. These experts are part of the technical leaders within the Assessment Delivery Operations and Support department (ADOS), providing regular feedback and updates on our client's issues with the product to both the internal ADOS Technical Support team and internal stakeholders. Similar to the Tier 1 team, the Tier 2 team works to establish if reported bugs are reproducible and create detailed escalations for Tier 3 by gathering logs and providing imperative information surrounding the issue.
 Armed with this knowledge, these experts act as an informal escalation point for any questions the broader support may have about our products. Liaising with Tier 3, they give proactive feedback and input to Product, Internal Support, and Quality and Knowledge teams to improve the support we deliver to our customers. This role explicitly provides a high level of responsibility, being the first internal point of contact on our products and a Technical Support representative for customers externally and colleagues internally. Together with their fellow Tier 2 colleagues, they report issues and identify bugs for escalation to our Tier 3 engineers.
 Key Responsibilities and Outputs:
 <ul>
 <li>Be available to receive live daily calls, emails and chats to Triage, and action escalations from Tier 1</li>
 <li>Provide world-class technical support via telephone, email, and chat for Turnitin customers experiencing escalated technical issues</li>
 <li>Maintain consistent ticket quality, achieving the agreed-upon target for monthly reviews</li>
 <li>Proactively support users of the Turnitin products (administrators, instructors, teaching assistants, exam takers and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer happiness</li>
 <li>Become a Subject Matter Expert on all Turnitin Assessment Products and services</li>
 <li>Attend Stand-Up meetings with support leadership teams to provide meaningful input from our customers</li>
 <li>Be the first to identify issues and trends with our support leadership and tier 3 teams to understand issues/trends</li>
 <li>Share your knowledge across the team through informal training and team meetings &amp; stand-ups</li>
 <li>Supporting the Quality and Knowledge team with the creation of training modules</li>
 <li>Point of contact for shadowing new Tier 2 team members</li>
 <li>Project work during quieter spells to improve team knowledge and processes</li>
 <li>Prioritize escalated tickets to the Tier 3 team</li>
 <li>Ensure efficient transfer of information between Tier 1 and support leadership teams</li>
 <li>Work closely with our Integrations Team</li>
 <li>Review top issues monthly for external education and ticket reduction</li>
 </ul>
 People skills:
 <ul>
 <li>Translate technical information into customer-friendly explanations and understandable terms for the Client, Technical Support Team and other departments at Tii</li>
 <li>Recognizing situations that need to be de-escalated or resolved appropriately</li>
 <li>Consistently maintain effective communication with nearshore teams to enhance the customer experience</li>
 <li>Ability to manage multiple priorities and multi-task</li>
 <li>Excel at developing and maintaining good working relationships between Tier 1, Tier 2, Product, Integrations, and Support Leadership teams</li>
 <li>Champion customer centricity at all times, understanding when to push back on advice that does not meet our customer's expectations</li>
 <li>Actively collaborate with team members on all tasks, projects and assignments to resolve complex issues</li>
 </ul> Qualifications
 Essential:
 <ul>
 <li>2 years of Customer Support Experience</li>
 <li>Bachelor’s Degree in Computer Science or equivalent work experience</li>
 <li>Strong working knowledge of Windows and Mac OS</li>
 <li>An understanding of multiple integration paths</li>
 <li>In depth knowledge of expert areas: how to configure an integration, awareness of features, bugs &amp; known issues, etc.</li>
 <li>Good technical writing skills, as you will sometimes need to communicate a case to technical teams outside of Technical Support</li>
 <li>Provide 'White Glove' support for difficult cases/sensitive customers/at risk accounts</li>
 <li>Provide coaching to peers who share the same expert area</li>
 <li>Be approachable, so that more junior members of the team come to you for guidance and support, especially with your expert area</li>
 </ul>
 Desirable:
 <ul>
 <li>An understanding of Learning Management Systems and how they interact with our service</li>
 <li>Past experience providing global technical and customer service support</li>
 <li>Past experience in the education field and/or with educational technology products</li>
 <li>Past experience in an omni channel contact center environment involving telephone, chat and email channels</li>
 <li>Broad understanding of web technologies and Software as a Service (SasS)</li>
 </ul>
 Personal attributes:
 <ul>
 <li>Active Listening Level 1
 <ul>
 <li>The ability to actively engage hearing and from what is heard, show you absorb and understand important verbal and non-verbal information.</li>
 </ul></li>
 <li>Collaboration Level 1
 <ul>
 <li>The ability to develop, maintain, and strengthen partnerships with others inside or outside the organization who can provide information, assistance, and support.</li>
 </ul></li>
 <li>Customer Orientation Level 1
 <ul>
 <li>The ability and willingness to put the customer at the center and the heart of what you do, to find out what the customer wants and needs and to act accordingly.</li>
 </ul></li>
 <li>Problem Analysis Level 1
 <ul>
 <li>The ability to detect problems, recognize important information, and link various data; to trace potential causes and look for relevant details.</li>
 </ul></li>
 <li>Written Communication Level 1
 <ul>
 <li>The ability to express ideas and views clearly to others in writing.</li>
 </ul></li>
 <li>Integrity Level 1
 <ul>
 <li>Adherence to the standards, the values and rules of conduct associated with our positions and the culture in which we operate. Being incorruptible and acting within ethical boundaries.</li>
 </ul></li>
 <li>Verbal Communication Level 1
 <ul>
 <li>The ability to communicate in clear language and to adjust one’s use of language to the audience’s level.</li>
 </ul></li>
 <li>Quality Focus Level 1
 <ul>
 <li>Setting high quality standards and striving for continuous improvement and quality assurance.</li>
 </ul></li>
 <li>Empathy Level 1
 <ul>
 <li>Being attuned to the attitudes, feelings, or circumstances of others and being aware of the influence of one’s own behavior on them.</li>
 </ul></li>
 <li>Attention to Detail (narrow scope) Level 1
 <ul>
 <li>The ability to process detailed information effectively and consistently, checking for errors and ensuring perfection.</li>
 </ul></li>
 </ul> Additional Information
 Total Rewards @ Turnitin Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education, and thriving in an organization that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remote-centric 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 Mission is to ensure the integrity of global education and meaningfully improve learning outcomes. Our Values underpin everything we do.
 <ul>
 <li> 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.</li>
 <li> Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.</li>
 <li> 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.</li>
 <li> Action &amp; Ownership - We have a bias toward action and empower teammates to make decisions.</li>
 <li> One Team - We strive to break down silos, collaborate effectively, and celebrate each other’s successes.</li>
 <li> Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.</li>
 </ul>
 Global Benefits
 <ul>
 <li>Remote First Culture</li>
 <li>Health Care Coverage*</li>
 <li>Education Reimbursement*</li>
 <li>Competitive Paid Time Off</li>
 <li>4 Self-Care Days per year</li>
 <li>National Holidays*</li>
 <li>2 Founder Days + Juneteenth Observed</li>
 <li>Paid Volunteer Time*</li>
 <li>Charitable contribution match*</li>
 <li>Monthly Wellness or Home Office Reimbursement*</li>
 <li>Access to Modern Health (mental health platform)</li>
 <li>Parental Leave*</li>
 <li>Retirement Plan with match/contribution*</li>
 <li>varies by country</li>
 </ul>
 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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
</div>


 Company Description
  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, Ouriginal and ProctorExam.
 Turnitin has offices in Australia, India, Indonesia, Germany, Japan, Korea, Mexico, the Netherlands, the Philippines, Sweden, 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. Job Description
  The Technical Support Representative, Tier 2 team assists the Tier 1 Support team by liaising between Support, Development, and Product teams. These experts are part of the technical leaders within the Assessment Delivery Operations and Support department (ADOS), providing regular feedback and updates on our client's issues with the product to both the internal ADOS Technical Support team and internal stakeholders. Similar to the Tier 1 team, the Tier 2 team works to establish if reported bugs are reproducible and create detailed escalations for Tier 3 by gathering logs and providing imperative information surrounding the issue.
 Armed with this knowledge, these experts act as an informal escalation point for any questions the broader support may have about our products. Liaising with Tier 3, they give proactive feedback and input to Product, Internal Support, and Quality and Knowledge teams to improve the support we deliver to our customers. This role explicitly provides a high level of responsibility, being the first internal point of contact on our products and a Technical Support representative for customers externally and colleagues internally. Together with their fellow Tier 2 colleagues, they report issues and identify bugs for escalation to our Tier 3 engineers.
  Key Responsibilities and Outputs:
 
  Be available to receive live daily calls, emails and chats to Triage, and action escalations from Tier 1
  Provide world-class technical support via telephone, email, and chat for Turnitin customers experiencing escalated technical issues
  Maintain consistent ticket quality, achieving the agreed-upon target for monthly reviews
  Proactively support users of the Turnitin products (administrators, instructors, teaching assistants, exam takers and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer happiness
  Become a Subject Matter Expert on all Turnitin Assessment Products and services
  Attend Stand-Up meetings with support leadership teams to provide meaningful input from our customers
  Be the first to identify issues and trends with our support leadership and tier 3 teams to understand issues/trends
  Share your knowledge across the team through informal training and team meetings & stand-ups
  Supporting the Quality and Knowledge team with the creation of training modules
  Point of contact for shadowing new Tier 2 team members
  Project work during quieter spells to improve team knowledge and processes
  Prioritize escalated tickets to the Tier 3 team
  Ensure efficient transfer of information between Tier 1 and support leadership teams
  Work closely with our Integrations Team
  Review top issues monthly for external education and ticket reduction
 
  People skills:
 
  Translate technical information into customer-friendly explanations and understandable terms for the Client, Technical Support Team and other departments at Tii
  Recognizing situations that need to be de-escalated or resolved appropriately
  Consistently maintain effective communication with nearshore teams to enhance the customer experience
  Ability to manage multiple priorities and multi-task
  Excel at developing and maintaining good working relationships between Tier 1, Tier 2, Product, Integrations, and Support Leadership teams
  Champion customer centricity at all times, understanding when to push back on advice that does not meet our customer's expectations
  Actively collaborate with team members on all tasks, projects and assignments to resolve complex issues
   Qualifications
  Essential:
 
  2 years of Customer Support Experience
  Bachelor’s Degree in Computer Science or equivalent work experience
  Strong working knowledge of Windows and Mac OS
  An understanding of multiple integration paths
  In depth knowledge of expert areas: how to configure an integration, awareness of features, bugs & known issues, etc.
  Good technical writing skills, as you will sometimes need to communicate a case to technical teams outside of Technical Support
  Provide 'White Glove' support for difficult cases/sensitive customers/at risk accounts
  Provide coaching to peers who share the same expert area
  Be approachable, so that more junior members of the team come to you for guidance and support, especially with your expert area
 
  Desirable:
 
  An understanding of Learning Management Systems and how they interact with our service
  Past experience providing global technical and customer service support
  Past experience in the education field and/or with educational technology products
  Past experience in an omni channel contact center environment involving telephone, chat and email channels
  Broad understanding of web technologies and Software as a Service (SasS)
 
  Personal attributes:
 
  Active Listening Level 1
   
    The ability to actively engage hearing and from what is heard, show you absorb and understand important verbal and non-verbal information.
   
  Collaboration Level 1
   
    The ability to develop, maintain, and strengthen partnerships with others inside or outside the organization who can provide information, assistance, and support.
   
  Customer Orientation Level 1
   
    The ability and willingness to put the customer at the center and the heart of what you do, to find out what the customer wants and needs and to act accordingly.
   
  Problem Analysis Level 1
   
    The ability to detect problems, recognize important information, and link various data; to trace potential causes and look for relevant details.
   
  Written Communication Level 1
   
    The ability to express ideas and views clearly to others in writing.
   
  Integrity Level 1
   
    Adherence to the standards, the values and rules of conduct associated with our positions and the culture in which we operate. Being incorruptible and acting within ethical boundaries.
   
  Verbal Communication Level 1
   
    The ability to communicate in clear language and to adjust one’s use of language to the audience’s level.
   
  Quality Focus Level 1
   
    Setting high quality standards and striving for continuous improvement and quality assurance.
   
  Empathy Level 1
   
    Being attuned to the attitudes, feelings, or circumstances of others and being aware of the influence of one’s own behavior on them.
   
  Attention to Detail (narrow scope) Level 1
   
    The ability to process detailed information effectively and consistently, checking for errors and ensuring perfection.
   
   Additional Information
  Total Rewards @ Turnitin Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education, and thriving in an organization that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remote-centric 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 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.
 
  Global Benefits
 
  Remote First Culture
  Health Care Coverage*
  Education Reimbursement*
  Competitive Paid Time Off
  4 Self-Care Days per year
  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
 
  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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


Technical Support Representative, Tier 2 (Philippines Remote) - Turnitin, LLC

Technical Support Representative, Tier 2 (Philippines Remote)

You need a bachelor's degree, 3+ years managing remote teams, vendor management experience, strong communication skills, data-driven mindset, EdTech knowledge, and fluency in a European language.

You will manage BPO relationships, oversee service delivery, monitor performance, implement procedures, handle onboarding, and drive quality improvements through coaching and analytics.

<div>
 Company Description
 When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For over 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 21,000 academic institutions, publishers, and corporations use our services: Feedback Studio, Originality, Gradescope, ExamSoft, Similarity, and iThenticate.
 Experience a remote-centric 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 Description
 This role manages the overall quality of service delivery and daily operations through relationship management with the BPOs.
 This role will focus on driving improvement in delivery management core processes and opportunities, BPO performance and customer satisfaction.
 <ul>
 <li>Act as the main point of contact for the BPO and handle their day-to-day communication and requirements.</li>
 <li>Define, develop, communicate and implement standard operating procedures and best practices for BPO execution.</li>
 <li>Manage client and BPO expectations to ensure implementation and use of services are within the agreed scope and timeframe.</li>
 <li>Manage BPO contract fulfillment from a day-to-day relationship and operational perspective.</li>
 <li>Manage BPO staff onboarding, the proper use of all agent tools and offboarding in alignment with Turnitin’s security requirements.</li>
 <li>Maintain a working knowledge of operational support requirements and expectations, across Turnitin product lines, to support all BPO teams and foster accountability.</li>
 <li>Monitor quality of deliverables according to Turnitin’s expectations and standard operating procedures to ensure that the relevant KPIs are met.</li>
 <li>Manage and supervise BPO performance in alignment with Turnitin’s objectives, adjusting milestones as needed to drive BPO and agent-specific performance.</li>
 <li>Responsible for ensuring appropriate internal escalations are progressed with proactive and effective communication to minimize any impact.</li>
 <li>Focus on improving quality through the use of calibrations, audits, and evaluation of performance scores to maintain operational compliance.</li>
 <li>Lead improvement in BPO new hire and overall team performance through ongoing coaching, feedback, positive recognition, and the implementation of corrective action to course correct.</li>
 <li>Review analytics and reports to address quality, performance and forecast concerns and opportunities.</li>
 <li>Responsible for managing diverse cultural contexts to ensure the successful handling and productivity of all BPO relationships.</li>
 <li>Produce supporting materials, including documentation and template plans for use by internal and external stakeholders involved in assessment delivery and reviewing services.</li>
 <li>Identify and implement new strategies/policies/systems to improve the quality and efficiency of service delivery performance and accuracy.</li>
 <li>Work cross-functionally with our CSMs and Product teams to continually improve performance and drive towards increased self-service and ticket deflection.</li>
 </ul> Qualifications
 Essential
 <ul>
 <li> Bachelor’s degree or equivalent experience.</li>
 <li> 3+ years of experience in managing nearshore/offshore teams.</li>
 <li> Prior Vendor Management experience.</li>
 <li>Experience gathering business and functional requirements with involved teams (including external partners).</li>
 <li>Strong organizational and analytical skills.</li>
 <li>Excellent written and verbal communication skills.</li>
 <li>A passion for consistent and timely delivery and the personality to overcome any obstacle associated with the ability to work individually or as part of a team.</li>
 <li>Highly data-driven with a commitment to process. The ability to thrive in a fast-paced, dynamic and always changing environment.</li>
 <li> Working Hours: US Central Time zone.</li>
 <li>Demonstrated skill sets:
 <ul>
 <li>Internal and External relations: Create relationships across internal functional teams to develop and maintain line of sight to the client’s objectives.</li>
 <li>Time Management: Coordinate timely completion of client and internal deliverables across functional teams</li>
 <li>Leadership: Lead and collaborate on day-to-day and ad-hoc requests in addition to providing prioritization level to the transversal team.</li>
 </ul></li>
 </ul>
 Desirable
 <ul>
 <li>Experience managing remote stakeholders</li>
 <li>Experience in customer-facing role, in a high-tech environment</li>
 <li>Experience/knowledge of the EdTech industry</li>
 <li>Fluency in a European language</li>
 </ul>
 Personal attributes
 <ul>
 <li>Leading by persuasion and motivation.</li>
 <li>A bias for action and ownership.</li>
 <li>Ability to collaborate with internal teams for the benefit of the customer.</li>
 <li>Empathetic to customer needs, understand the questions that customers ask.</li>
 </ul> Additional Information
 Total Rewards @ Turnitin Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education, and thriving in an organization that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remote-centric 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 Mission is to ensure the integrity of global education and meaningfully improve learning outcomes. Our Values underpin everything we do.
 <ul>
 <li> 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.</li>
 <li> Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.</li>
 <li> 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.</li>
 <li> Action &amp; Ownership - We have a bias toward action and empower teammates to make decisions.</li>
 <li> One Team - We strive to break down silos, collaborate effectively, and celebrate each other’s successes.</li>
 <li> Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.</li>
 </ul>
 Global Benefits
 <ul>
 <li>Remote First Culture</li>
 <li>Health Care Coverage*</li>
 <li>Education Reimbursement*</li>
 <li>Competitive Paid Time Off</li>
 <li>4 Self-Care Days per year</li>
 <li>National Holidays*</li>
 <li>2 Founder Days + Juneteenth Observed</li>
 <li>Paid Volunteer Time*</li>
 <li>Charitable contribution match*</li>
 <li>Monthly Wellness or Home Office Reimbursement/*</li>
 <li>Access to Modern Health (mental health platform)</li>
 <li>Parental Leave*</li>
 <li>Retirement Plan with match/contribution*</li>
 <li>
 <ul>
 <li>varies by country</li>
 </ul></li>
 </ul>
 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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
</div>


 Company Description
  When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For over 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 21,000 academic institutions, publishers, and corporations use our services: Feedback Studio, Originality, Gradescope, ExamSoft, Similarity, and iThenticate.
 Experience a remote-centric 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 Description
  This role manages the overall quality of service delivery and daily operations through relationship management with the BPOs.
 This role will focus on driving improvement in delivery management core processes and opportunities, BPO performance and customer satisfaction.
 
  Act as the main point of contact for the BPO and handle their day-to-day communication and requirements.
  Define, develop, communicate and implement standard operating procedures and best practices for BPO execution.
  Manage client and BPO expectations to ensure implementation and use of services are within the agreed scope and timeframe.
  Manage BPO contract fulfillment from a day-to-day relationship and operational perspective.
  Manage BPO staff onboarding, the proper use of all agent tools and offboarding in alignment with Turnitin’s security requirements.
  Maintain a working knowledge of operational support requirements and expectations, across Turnitin product lines, to support all BPO teams and foster accountability.
  Monitor quality of deliverables according to Turnitin’s expectations and standard operating procedures to ensure that the relevant KPIs are met.
  Manage and supervise BPO performance in alignment with Turnitin’s objectives, adjusting milestones as needed to drive BPO and agent-specific performance.
  Responsible for ensuring appropriate internal escalations are progressed with proactive and effective communication to minimize any impact.
  Focus on improving quality through the use of calibrations, audits, and evaluation of performance scores to maintain operational compliance.
  Lead improvement in BPO new hire and overall team performance through ongoing coaching, feedback, positive recognition, and the implementation of corrective action to course correct.
  Review analytics and reports to address quality, performance and forecast concerns and opportunities.
  Responsible for managing diverse cultural contexts to ensure the successful handling and productivity of all BPO relationships.
  Produce supporting materials, including documentation and template plans for use by internal and external stakeholders involved in assessment delivery and reviewing services.
  Identify and implement new strategies/policies/systems to improve the quality and efficiency of service delivery performance and accuracy.
  Work cross-functionally with our CSMs and Product teams to continually improve performance and drive towards increased self-service and ticket deflection.
   Qualifications
  Essential
 
   Bachelor’s degree or equivalent experience.
   3+ years of experience in managing nearshore/offshore teams.
   Prior Vendor Management experience.
  Experience gathering business and functional requirements with involved teams (including external partners).
  Strong organizational and analytical skills.
  Excellent written and verbal communication skills.
  A passion for consistent and timely delivery and the personality to overcome any obstacle associated with the ability to work individually or as part of a team.
  Highly data-driven with a commitment to process. The ability to thrive in a fast-paced, dynamic and always changing environment.
   Working Hours: US Central Time zone.
  Demonstrated skill sets:
   
    Internal and External relations: Create relationships across internal functional teams to develop and maintain line of sight to the client’s objectives.
    Time Management: Coordinate timely completion of client and internal deliverables across functional teams
    Leadership: Lead and collaborate on day-to-day and ad-hoc requests in addition to providing prioritization level to the transversal team.
   
 
  Desirable
 
  Experience managing remote stakeholders
  Experience in customer-facing role, in a high-tech environment
  Experience/knowledge of the EdTech industry
  Fluency in a European language
 
  Personal attributes
 
  Leading by persuasion and motivation.
  A bias for action and ownership.
  Ability to collaborate with internal teams for the benefit of the customer.
  Empathetic to customer needs, understand the questions that customers ask.
   Additional Information
  Total Rewards @ Turnitin Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education, and thriving in an organization that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remote-centric 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 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.
 
  Global Benefits
 
  Remote First Culture
  Health Care Coverage*
  Education Reimbursement*
  Competitive Paid Time Off
  4 Self-Care Days per year
  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
   
 
  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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


Turnitin, LLC

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