Job description

About us

Ryonet Corporation is a small business based in Vancouver, WA. We are innovative, customer-centric, and supportive. At Ryonet our goal is to always educate first and sell second. We want to do more than just put a squeegee in your hand, we want to teach you how to use it! Ryonet was started back in 2004, borne of a punk band's desire to print their own band merch. Over the last 20 years, Ryonet has grown time and time again, striving with every step to better our customer's experience. Whether it is through our Screen Print Experience classes--two day courses that take you from artwork to finished shirt, for beginners and advanced printers alike--or through the quality products and equipment we sell, Ryonet is all about helping YOU, the screen printer. The Ryonet team lives and works by our 5 Core Values. We strive to be true, to serve, to work hard and smart, to be the best at getting better, and to be positive through every situation we face..

Attention all customer service superstars! Are you ready to take your skills to the next level? Do you have a passion for creating incredible Customer experiences? If so, we have the perfect opportunity for you!

Ryonet and screenprinting.com are seeking a dynamic and passionate Customer Support Manager to join our team. As the Customer Support Manager, you will be the driving force behind our commitment to exceptional customer service. You will be responsible for leading a team of customer service representatives and ensuring that our customers receive the highest level of support and assistance.

In this role, you will work closely with our sales, marketing, and product teams to create a seamless Customer Experience. You will develop and implement strategies to improve Customer satisfaction and loyalty, and you will drive continuous improvement in our Customer service operations. You will be a customer advocate, using your skills and expertise to anticipate and address customer needs, concerns, and feedback.

We are looking for someone who is passionate about creating a culture of Customer service excellence. You should be a natural leader, with a track record of developing and motivating high-performing teams. You should be an exceptional communicator, with the ability to build strong relationships with Customers, vendors, and internal stakeholders.

As the Customer Support Manager, you will have the opportunity to make a real impact on our business and our Customers. You will be part of a team that is dedicated to providing the best screen printing products, services, and support in the industry. And you will have the satisfaction of knowing that your work is making a difference in the lives and businesses of our customers.

If you are a customer service superstar with a background in leadership and a passion for creating incredible Customer experiences, we want to hear from you. Apply today and join our team!

Core Objectives:

• Use strong leadership abilities to motivate team members to ensure that everyone is working together cohesively towards common goals
• Build and coach a dynamic, highly motivated Customer Support Team
• Lead by example, setting high standards for quality Customer Support, while providing guidance to the team
• Create innovative Customer engagement experiences that foster advocacy and loyalty
• Constantly strive to answer Customer questions quickly and effectively, and resolve issues and concerns with empathy and care
• Develop strategies for improving Customer retention rates through exceptional experience

Job Requirements & Skills:

• Experience: 5+ years in Customer Service and 2+ years in leading a Team
• Strong fit with company culture and values
• Ability and experience in leading and working within a team
• Passionate about building and strengthening long-standing relationships with Customers
• Experience in process creation, implementation, and improvement
• Open to feedback, suggestions, and directional changes
• Strong communication skills
• Self-motivated and managed
• Impeccable attention to detail
• Strong quality and time management
• Strong problem-solving skills

Areas of Responsibility:

• Apply knowledge of Customer Support processes and procedures to improve the overall Customer Experience
• Work with and within the team on the day-to-day CS functions (Working Manager)
• Assist in building out proactive touches to our customers to improve their experiences
• Build relationships with customers by providing prompt, courteous, and efficient service that exceeds their expectations
• Answer Customer Support related phone calls, emails, chats, and social media
• Manage Customer inbound ‘tickets’ within Gorgias to serve customers
• Use analytical capabilities to enhance the quality of Support provided by the Team and organization
• Organize, prioritize, and plan out tasks while keeping track of experiences, deadlines, and Company goals
• Use conflict resolution and task delegation appropriately while providing constructive feedback when necessary
• Continuous personal learning through educational opportunities, industry videos, blogs, self-improvement books, podcasts, etc…

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Vancouver, WA 98682: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Leading a Team: 2 years (Preferred)
• Customer service: 5 years (Required)

Work Location: In person

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