Customer Support Specialist

Job Title: Customer Support Expert

Location: Kent, WA

Employment Type: Full-Time

Company 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

This role requires a high level of personal accountability and reliability. We are a small team where each person’s contribution directly impacts customer experience. If you're someone who takes ownership, communicates proactively, and shows up with intention every day, you'll thrive here.

What You'll Do in the Role:

• Product Expertise: Become an expert in our premium outdoor saunas and cold plunge tubs, helping customers understand the technical details and benefits of our luxury products. You will provide thorough information to guide customers from purchase to their first use.
• Technical Support: Offer top-tier support by troubleshooting customer issues and offering technical assistance related to product setup, operation, and maintenance.
• Seamless Delivery Experience: Coordinate closely with our warehouse, shipping partners, and product teams to ensure timely, efficient, and hassle-free delivery. Follow up with customers to confirm successful installation and satisfaction with their purchase.
• Problem Solving: Approach challenging customer situations with a problem-solving mindset, providing quick and effective solutions that enhance customer satisfaction. You will become a key part of ensuring that every Redwood Outdoors customer has an exceptional experience.
• Work with Intention: Prioritize your time effectively to respond quickly and thoroughly to customer needs. You'll be expected to work efficiently without sacrificing quality.

What You'll Need for the Role:

• Experience in customer support, tech help, retail, logistics—or simply a strong drive to learn and help customers—will set you up for success!
• GED or High School Diploma
• Excellent communication and relationship-building skills, with a focus on technical product information
• Strong written and verbal communication skills – including comfort speaking on the phone.
• Comfortable learning and using software applications required for customer support
• Regular and reliable attendance is an essential function of this position

Work Schedule:

Full time, Monday-Friday

Work Location :

On-site at 20730 72nd Ave S, Kent, WA 98032 (Hybrid 1 day a week)

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).

• Hourly Rate Range: $27.88-$30.29
• Company Bonus Plan

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 annually
• FREE Sauna or Cold Plunge after 12 months of employment + 50% all accessories
• $150 Desk stipend for upgrading your basic workstation
• Paid time off, including vacation days, sick days, and select federal holidays
• Company sponsored recreational clubs – Golf, Sauna, Outdoors and Fitness!
• A dynamic and supportive work culture focused on teamwork and success

Industry:

Retail Health and Personal Care Products

Employment Type:

Full-time, Non-Exempt, Hourly

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.