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.
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.
System Support, Operations Team and Third Party Vendors
- 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.
Artificial Intelligence (AI) and Automation Management
- 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.
Management of Turnitin’s Customer Experience (CX) platforms
- 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.
- Knowledge of platforms like Zendesk, AWS and JIRA, to support the customer experience. Additionally, understanding of integrated voice response systems.
- 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.
Reporting
- 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.
Requirements:
- 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.
Desirable:
- 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).
Total Rewards @ Turnitin
At Turnitin, we believe Total Rewards go far beyond pay. While salary, bonus, or commission are important, they’re only part of the value you receive in exchange for your work.
Beyond compensation, you’ll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. You’ll also thrive in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates.
In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life’s challenges. You’ll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best, all 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: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.
- Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe.
- Integrity: Integrity is the heartbeat of Turnitin—it is the core of our products, the way we treat each other, and how we work with our customers and vendors.
- Action & Ownership: We have a bias for action. We act like owners. We are willing to change even when it’s hard.
- One Team: We strive to break down silos, collaborate effectively, and celebrate each others' successes.
- Global Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.
Global 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
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 unleash your potential alongside us, join our team!