Redwood Outdoors · 17 hours ago
Director Customer Support
Kent, WA
Full-time
Hybrid
Lead/Staff, Director/Executive
$140K/yr - $150K/yr
5+ years expRedwood Outdoors is a fast-growing ecommerce company specializing in luxury Sauna and Cold Plunge products designed to bring the wellness benefits of heat and cold therapy to homes in the USA. They are looking for an experienced Director of Customer Support to lead and scale a high-touch, customer-facing support organization, focusing on delivering fast, empathetic, and reliable service while building systems for quality and accountability.
Consumer GoodsE-CommerceFurnitureHome and GardenManufacturingRetail
Hiring Manager
Naia Schow
Responsibilities
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
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
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
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
Qualification
Required
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
Benefits
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
Company
Redwood Outdoors
Redwood Outdoors sells outdoor and indoor saunas, including barrel, cube, and panorama models sized for 2–8 people.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase