Job Description

talech Global Call Center Strategist

The 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 >40,000 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 Customer Care team 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 Workforce Management, Call Center Quality Assurance, Call Center Tools, and Reporting.

Position Purpose:

The Role: Global Call Center Strategist

talech seeks to expand its talented Customer Care team with an experienced Global Call Center Strategist. This is a new role to elevate a global team and take it to the next level. In this role you’ll be responsible for designing the call center teams to support new functionality, scale new business, determine the tool strategy, and create efficient ways of working. 

This is a very visible and strategic role, and the candidate must have past experience leading global support teams, experience designing and managing enterprise call center teams, and implementing next generation technologies to create more efficient ways of working while elevating the customer experience.  As part of this role, it may be necessary to step into existing leadership roles to perform deep dive analysis to help shape future direction.

This role is hybrid: 3 days per week in-office.

Key Responsibilities

• Set the strategic direction of the call center – operating model structure, tools (existing and next generation tools – AI/ML, remote support tools), increasing customer feedback, supporting customers and integrators, and analyzing customer inquiries and issues to provide feedback to product and engineering teams
• Drives the importance of effective customer service and technology service management, ensuring they are the cultural cornerstones of a professional work environment
• Guide the implementation, continuous improvement and documentation of new and existing policies, procedures and processes for IT systems
• Manage key relationships to ensure services are aligned and delivered to business requirements
• Monitor and report on performance metrics in ticketing and tracking system(s). Success in the role is reflected in the success of the team; high-quality output, satisfied customers and satisfied employees
• Effectively measures user satisfaction with IT services, execution of those services and related processes, and drives continuous improvement throughout the organization
• Identify opportunities and facilitate the implementation of automation to improve service and productivity
• Manage, build and develop a globally deployed customer-focused teams
• Collaborate cross-functionally to ensure company-wide alignment on large initiatives and how Customer Success plays a role .
• Developing ways to collect, analyze, and leverage data to continually improve the metrics, customer experience, team performance, and using that data to drive strategy.

Preferred Qualifications

• BS degree in Computer Science, Information Technology or relevant field.
• Minimum 10-years’ experience in a technical service-related field with a minimum of 7+ years proven work experience as a people manager across multiple
• Leadership and management skills supporting globally distributed teams
• Large-scale project management experience across cross-functional teams
• You’ve built customer service organizations that are efficient and beloved.
• Your past team members found you to be inspiring, efficient, and helpful, and would love to work for you again.
• You have experience supporting consumer products.
• Customer-service oriented with a problem-solving attitude
• Proven expertise with POS SaaS solutions and Hardware
• Propensity for hands-on work and diving in to solve complex problems. No task is too small to own.
• Excellent written and verbal communications skills
• A growth mindset: wishes to excel in what s/he does, and the openness to feedback in order to constantly improve.
• Experience with Point of Sale solutions and/or work with SMBs in Retail, Restaurants and/or Services fields is a major plus.
• Experience with IVR, Email, and Chat software functionality
• SAAS call center experience (Omni-Channel: Phone, Email, Chat)
• Highly proficient in Salesforce, Microsoft Office Excel, Google Suite, and Chrome
• Strong strategic, leadership, and problem-solving skills
• Critical thinker with an emphasis on product troubleshooting
• Excellent verbal and written communication skills
• Team player with a positive attitude
• Ability to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptions
• A high degree of initiative, self-motivation, and ability to motivate others
• Ability to establish and maintain cooperative working relationships with team members and colleagues
• Ability to prioritize and drive efforts in automating and optimizing desktop and user related self-service programs that provide customers with an efficient and effective time to resolution

Basic Qualifications

• Bachelor's degree, or equivalent work experience
• Eight to ten years of operations-related experience

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Learn how the way we work at U.S. Bank drives meaningful relationships with our customers and collaboration across the company.

Benefits: 

• Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):
• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

EEO is the Law

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. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS EEO poster.  

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, US Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401k contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $92,480.00 - $108,800.00 - $119,680.00

U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.