Overview
Redwood Outdoors is a fast-growing e-commerce company specializing in premium Sauna and Cold Plunge products designed to bring the wellness benefits of heat and cold therapy to homes in the USA.
Position Overview
Redwood Outdoors is looking for an experienced Director of Customer Support to lead and scale a high-touch, customer-facing support organization. This role owns the end-to-end customer support experience, with a mandate to deliver fast, empathetic, and reliable service while building clear systems, accountability, and consistency across the team. This is a leadership role for someone who thrives in operational complexity, cares deeply about customer trust and brand reputation, and knows how to turn founder-level values into repeatable processes that teams can execute every day. You will inherit a functioning team and be responsible for stabilizing operations, improving responsiveness, and building the systems that allow Customer Support to scale without sacrificing quality.
Why Redwood Outdoors Redwood Outdoors builds premium wellness products for customers who care deeply about quality, experience, and trust. Customer Support is a core part of how we protect our brand and serve our customers. This role offers real ownership, influence, and the opportunity to build a best-in-class CS function alongside engaged founders.
Key Responsibilities Leadership & Team Management
Lead, coach, and develop a customer support team with clear roles, expectations, and accountability
Own hiring, onboarding, performance management, and professional development within Customer Support
Establish strong frontline leadership, including escalation management and decision frameworks
Build a culture of urgency, ownership, and follow-through without burnout
Customer Experience & Brand Protection
Own the customer experience across all support channels (phone, email, ticketing)
Set and enforce standards for responsiveness, tone, escalation, and resolution
Manage high-risk or high-impact customer escalations and ensure fair, consistent outcomes
Protect and improve Redwood Outdoors’ brand reputation across review platforms and public channels
Partner with leadership to handle novel or sensitive customer situations
Systems, Process & Operations
Design and maintain scalable support processes that balance speed, empathy, and consistency
Own Customer Support systems (e.g., Zendesk, telephony, CRM integrations)
Define clear escalation paths, decision authority, and concession guidelines
Ensure strong coverage planning and workload management across the team
Identify bottlenecks, friction points, and failure modes before they impact customers
Define and track key CS metrics (response time, resolution time, CSAT, review ratings, backlog health)
Use data to identify trends, diagnose root causes, and drive improvement
Translate customer feedback into actionable insights for product, operations, and leadership
Build simple, transparent reporting that creates accountability without noise
Cross-Functional Collaboration
Partner closely with Marketing, Sales, Operations, Product teams
Ensure CS has timely access to accurate product, fulfillment, and issue-resolution information
Act as the voice of the customer internally, with credibility and judgment
Support leadership during periods of change or growth
What You'll Need for the Role
5+ years of experience leading a customer-facing support team, ideally in a high‑consideration or high‑ticket environment
Proven experience managing multi‑channel support operations, including phone, email, and ticketing systems
Strong proficiency with customer support systems, tools, and operational metrics, with the ability to evaluate and optimize workflows
Demonstrated ability to balance empathy with operational rigor, ensuring both compassionate service and consistent execution
Calm, credible presence in high-pressure or escalated customer situations
Track record of building scalable systems and processes that enable teams to succeed
Excellent written and verbal communication skills
Comfortable working closely with founders and senior leadership in a fast-paced environment
Thrives in an in-office, hands-on leadership role with high visibility and engagement
Work Schedule
Full time Monday-Friday
Work Location On-site at main office: 20730 72nd Ave S, Kent, WA 98032
Compensation As required by various pay transparency laws, we share a competitive range of compensation for candidates hired into this position. However, pay is influenced by factors specific to applicants, including but not limited to skill set, level of experience, and education/certification(s).
Salary Range: 140k-150k
Annual performance-based bonus (paid quarterly): 5-10k
Eligibility and participation in the Company Bonus Plan
Comprehensive health benefits package including Regence medical, Delta Dental, VSP vision, life insurance coverage, and long-term disability - multiple plan options including fully paid plans by Redwood Outdoors
Medical starts within 30 days of start date!
401k with Company Match after 6 months of employment
$400 towards Learning and Development
FREE
Sauna or Cold Plunge after 12 months of employment + 50% all accessories
$150 Desk stipend for upgrading your basic workstation
Fully stocked snacks
Paid time off, including vacation days, sick days, and all federal holidays
Company sponsored recreational clubs – Golf, Sauna, Outdoors and Fitness!
A dynamic and supportive work culture focused on teamwork and success
Retail Health and Personal Care Products
Employment Type Full-time Exempt
Redwood Outdoors is an Equal Opportunity Employer. Our policy is clear: there shall be no discrimination based on age, disability, sex, race, religion or belief, gender reassignment, marriage/civil partnership, pregnancy/maternity, or sexual orientation. We actively promote equality of opportunity for all with the right mix of talent, skills, and potential. We welcome applications from a wide range of candidates, and selection will be based on individual merit alone.
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Position Overview
Redwood Outdoors is looking for an experienced Director of Customer Support to lead and scale a high-touch, customer-facing support organization. This role owns the end-to-end customer support experience, with a mandate to deliver fast, empathetic, and reliable service while building clear systems, accountability, and consistency across the team. This is a leadership role for someone who thrives in operational complexity, cares deeply about customer trust and brand reputation, and knows how to turn founder-level values into repeatable processes that teams can execute every day. You will inherit a functioning team and be responsible for stabilizing operations, improving responsiveness, and building the systems that allow Customer Support to scale without sacrificing quality.
Why Redwood Outdoors Redwood Outdoors builds premium wellness products for customers who care deeply about quality, experience, and trust. Customer Support is a core part of how we protect our brand and serve our customers. This role offers real ownership, influence, and the opportunity to build a best-in-class CS function alongside engaged founders.
Key Responsibilities Leadership & Team Management
Lead, coach, and develop a customer support team with clear roles, expectations, and accountability
Own hiring, onboarding, performance management, and professional development within Customer Support
Establish strong frontline leadership, including escalation management and decision frameworks
Build a culture of urgency, ownership, and follow-through without burnout
Customer Experience & Brand Protection
Own the customer experience across all support channels (phone, email, ticketing)
Set and enforce standards for responsiveness, tone, escalation, and resolution
Manage high-risk or high-impact customer escalations and ensure fair, consistent outcomes
Protect and improve Redwood Outdoors’ brand reputation across review platforms and public channels
Partner with leadership to handle novel or sensitive customer situations
Systems, Process & Operations
Design and maintain scalable support processes that balance speed, empathy, and consistency
Own Customer Support systems (e.g., Zendesk, telephony, CRM integrations)
Define clear escalation paths, decision authority, and concession guidelines
Ensure strong coverage planning and workload management across the team
Identify bottlenecks, friction points, and failure modes before they impact customers
Define and track key CS metrics (response time, resolution time, CSAT, review ratings, backlog health)
Use data to identify trends, diagnose root causes, and drive improvement
Translate customer feedback into actionable insights for product, operations, and leadership
Build simple, transparent reporting that creates accountability without noise
Cross-Functional Collaboration
Partner closely with Marketing, Sales, Operations, Product teams
Ensure CS has timely access to accurate product, fulfillment, and issue-resolution information
Act as the voice of the customer internally, with credibility and judgment
Support leadership during periods of change or growth
What You'll Need for the Role
5+ years of experience leading a customer-facing support team, ideally in a high‑consideration or high‑ticket environment
Proven experience managing multi‑channel support operations, including phone, email, and ticketing systems
Strong proficiency with customer support systems, tools, and operational metrics, with the ability to evaluate and optimize workflows
Demonstrated ability to balance empathy with operational rigor, ensuring both compassionate service and consistent execution
Calm, credible presence in high-pressure or escalated customer situations
Track record of building scalable systems and processes that enable teams to succeed
Excellent written and verbal communication skills
Comfortable working closely with founders and senior leadership in a fast-paced environment
Thrives in an in-office, hands-on leadership role with high visibility and engagement
Work Schedule
Full time Monday-Friday
Work Location On-site at main office: 20730 72nd Ave S, Kent, WA 98032
Compensation As required by various pay transparency laws, we share a competitive range of compensation for candidates hired into this position. However, pay is influenced by factors specific to applicants, including but not limited to skill set, level of experience, and education/certification(s).
Salary Range: 140k-150k
Annual performance-based bonus (paid quarterly): 5-10k
Eligibility and participation in the Company Bonus Plan
Comprehensive health benefits package including Regence medical, Delta Dental, VSP vision, life insurance coverage, and long-term disability - multiple plan options including fully paid plans by Redwood Outdoors
Medical starts within 30 days of start date!
401k with Company Match after 6 months of employment
$400 towards Learning and Development
FREE
Sauna or Cold Plunge after 12 months of employment + 50% all accessories
$150 Desk stipend for upgrading your basic workstation
Fully stocked snacks
Paid time off, including vacation days, sick days, and all federal holidays
Company sponsored recreational clubs – Golf, Sauna, Outdoors and Fitness!
A dynamic and supportive work culture focused on teamwork and success
Retail Health and Personal Care Products
Employment Type Full-time Exempt
Redwood Outdoors is an Equal Opportunity Employer. Our policy is clear: there shall be no discrimination based on age, disability, sex, race, religion or belief, gender reassignment, marriage/civil partnership, pregnancy/maternity, or sexual orientation. We actively promote equality of opportunity for all with the right mix of talent, skills, and potential. We welcome applications from a wide range of candidates, and selection will be based on individual merit alone.
#J-18808-Ljbffr