Director Customer Support

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.

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.

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

• 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…