Customer Experience Associate
Newcastle upon Tyne, United Kingdom
4d ago

Company Description

Turnitin is a global SaaS company dedicated to ensuring the integrity of education and research and supporting the development of original thinking skills.

As the academic and research landscape evolves, Turnitin stays ahead of trends through advancements in technology and deep partnerships with education leaders, institutions, and practitioners.

Turnitin’s content databases built over 20 years provide an unparalleled repository of 1+ billion student papers, best-in-class scholarly content from top publishers in every major discipline and in dozens of languages, and 70+ billion current and archived web pages.

We promote honesty, consistency, and fairness across all assignment types and subject areas so that educators can help students do their best, original work.

Job Description

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 Associates 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.
  • 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)

    Additional Information


  • Pension and life assurance schemes
  • Great working environment with an exciting team in an expanding company
  • Gym membership contribution and various salary sacrifice schemes such as cycle to work, childcare and parking / travel.
  • Generous holiday with additional discretionary time off between Christmas and New Year
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