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U.S. Bank Point of Sale Support Manager - Advanced (talech) - Tempe, AZ in Tempe, Arizona

At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

Job DescriptionThe Company: talech is an innovator in the POS space for small and medium businesses (SMB). The Palo Alto-based software company helps SMB, predominantly in the Retail, Restaurants and Services verticals simplify operations and make better decisions through an integrated point-of-sale system. We support the growing numbers and needs of >10,000 customers in North America and EMEA. In late 2019 talech was acquired by US Bank and is now a division of the company. Within US Bank, talech is tasked with leading the charge on the digital transformation required to enable the development and execution of a comprehensive digital experience for SMBs where the interface to the customers is the talech POS and from it a comprehensive set of additional solutions (software and banking alike!) are enabled to the customers.

The Customer Success Function: The primary objective of the Customer Success function is to ensure our customers maximize the value they service from the solutions they acquired from us, while making them raving-fans of the company. Based on that initial delight and success the CS team follows to expand the solution-set the customers utilize from the company to provide more value to them as well as more revenue to the company.

Under the responsibility of the Customer Success function are all post-sales activities including: Initial customer onboarding, ongoing technical and application support, customer training and knowledge transfer, customer management towards accelerating user adoption and program expansion, and more.

Within Customer Success, the Technical Support and Customer Care function is the team responsible for ensuring our customers are able to use our solution in the most effective and uninterrupted way, and we can address any and all question, concern or challenge they encounter as quickly (speed!), Effectively (quality!) and efficiently (low effort!). Our Customer Care team is a 24x7 operations for our customer consisting of Tier 1 and Tier 2 agents with a number of supporting functions like Training, Quality Assurance and Workforce Management.

The Role: Point of Sale Advanced Support Manager talech seeks to expand its talented Technical Support and Customer Care team with an experienced Point of Sale Advanced Support Manager. In this role you’ll be responsible for managing a global Tier 2 Technical Support team working to serve our customers.

The Tier 2 Technical Support team provides a 24x7 Contact Center assistance to Tier 1 support agents and supervisors, acts as escalation point for customers and partners, executive escalation, liaison between support and product engineering, identification of bug fixes, and act as subject matter expert for talech application and product.

We provide T1 support services with a very stringent SLA (ex: 80% of calls responded to in <180 seconds) and T2 capabilities via escalations to more technical needs from both our customers and partners while meeting quick response time SLA (80% of tickets replied to within <1 hour of arrival). Our operations span NA and EMEA.

General Duties Engage Product Team with escalated customer feedbackClarify and quantify customer needs, connect with Product Team to provide timely and accurate responses to escalated customer feedback. Escalated feedback cases are tickets in which a customer may cancel or lodge a complaint for compensation due to their feature request.

Engage Engineering Team for bug fixesVerify and provide repro-steps for all high-level, urgent bugs submitted to the Tier 2 escalations queue Ensure bugs are submitted into Jira under ‘Customer Reported Bugs’ project.

Log escalations/complaints in relevant escalation docEscalations received from Elavon, Chase, and Vantiv are logged in the Escalations Log Complaints made by customers of the above partners are also logged in the relevant tab of the Escalation Log

Represent talech in conference calls/meetings with partners and customersProvide presence, guidance, and general information to parties on the call regarding escalated customer cases and ensure all parties work toward the common goal of meaningful resolution of the issue(s) discussed.

Provide regular reports and oversightEnsure all tasks owned by the Tier 2 Team are completed within the required parameters for quality of work and turn-around time. Regularly produce reports to provide transparency of workload, metrics, and trending issues to Company Leadership.

LeadershipProvide guidance and leadership to supervisor members of the team. Prioritize, delegate, follow up on, and take ownership of delegated tasks.

Expected Results of Position: We measure the performance of the team based on the level of service to customers and the efficiency by which we deliver that. Key metrics include: Escalation SLA: (80% of tickets replied to within <1 hour of arrival) CSAT: Enhance customer satisfaction with the level of service provided by agents Urgent Escalation: (High-priority escalations that are sent from partners, executive leadership, and internal teams that require a driver to resolution) Provide root cause analysis, potential key feedback to applicable stakeholders, and coaching to team members, as applicable. People Management: Ensure supervisors and agents are attending their shifts, perform their duties, improve their performance, continually enhance their knowledge and improve their skills and enjoy their work.

Primary (Top 10) Responsibilities: People: Refine Roles and Responsibilities, hire talent accordingly, train, coach and mentor your team and help them grow their skills and careers. Leadership: Provide guidance and leadership to T2 supervisors and staff. Prioritize, delegate, follow-up on, and take ownership of delegated tasks. Customer Escalations: Act as an escalation point to assist the team in complex situations. Host talech/Elavon escalation meeting and create a sustainable escalation process. Act on customer feedback (including CSAT feedback forms) to de-escalate and address challenges. Provide product-relevant survey feedback to the Product team or other relevant teams Team Reporting and Performance Mgt: Monitor team’s performance, ensure accurate data capture, and report on your team’s performance. Provide useful reports on daily, weekly, and monthly levels. Provide feedback to the team and to management on trends and causes of team’s performance and suggestions for improving those. Team Management: Manage the people on your team the way you would like to be managed and become the best people manager they ever had: conduct 1:1 weekly, touch base with them daily, support their unique needs, care for their professional and career development as much as for their personal needs. Design a World-Class Advanced Support Organization: Ensure Supervisors and agents are creating speedy and sustainable methods for Tier 1 agents to receive assistance and for partners to escalate issues. Outline, facilitate, and enhance processes to provide a better customer experience. Techniques and Best Practices: Enhance our troubleshooting and technical resolution methodologies to improve the quality and reduce and cost of supporting our solutions. Engineering and Application Behavior: Engage Engineering Team for bug fixes. Verify and provide repro-steps for all bugs submitted to the Tier 2 escalations que and ensure bugs are submitted into Asana under ‘Customer Reported Bugs’ project. Monitor App/Web Behavior Diagnosis and ensure feedback has been provided to Product teams. Voice of the Customer: Partner with Professional Services, Customer Success Management, Product and Engineering to provide the voice of the customer, identify the types of issues that generate the most challenges to both our team and customers and evolve the product to eliminate those.

Our Ideal Candidate Has: 5+ years of experience in leading senior-level support Expert knowledge of Point of Sale products Proven expertise with SaaS solutions and Cloud technologies Hands-on engineering knowledge Passion for helping customers! Proven expertise working with hardware and software delivery models A Player-Coach mentality with a propensity for hands-on work. Lead by example! A growth mindset: wishes to excel in what s/he does, and the openness to feedback in order to constantly improve. A strong leader: someone others want to work for, possesses strong interpersonal skills, genuine care for people, and a track record of building collaborative relationships Experience with POS solutions and/or work with SMBs in Retail, Restaurants and/or Services fields is a major plus. Good manner, fun to work with, makes people want to work with Ability to work flexible times including occasional beyond normal hours as the business needs.

Benefits: Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.

Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting usbank.com/careers.

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U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.