Senior Customer Service Representative

Who We Are:
Rocky Mountain Saunas is a fast-growing wellness eCommerce company that's been a leader in the U.S. infrared sauna space since 2010. Everything we do is built around one priority: the customer journey. We sell infrared saunas, and we believe the product is only half the equation — the other half is making sure people feel supported and cared for at every step, from their first question through years of use in their home.
As we continue to scale, we're hiring a full-time Senior Customer Success Representative to be the experienced voice of our customer-facing team. Reporting to our CX Manager, this is a senior role for someone who has handled high-volume, complex customer interactions and can de-escalate with confidence. Above all, we're looking for someone who genuinely cares about helping people on their health journey — empathetic and kind first, with the curiosity to troubleshoot technical or electrical issues when they come up. Day to day, you'll be talking directly with customers, handling escalations, triaging incoming issues, and setting the standard for how we treat people. You'll also lead by example, modeling the standard for the rest of the team.
The Role:
Field inbound calls and messages, acting as a steady, knowledgeable first point of contact for our customers
Sort through incoming issues fast, resolving the large majority yourself before they ever need to go further
Take full ownership of escalated or complicated cases, turning a frustrated customer into a loyal one
Coach and mentor newer reps, reviewing their calls and helping them build good habits
Work closely with Operations, Logistics, Product, and Finance to fix customer problems at the source, not just the symptom
Bring the customer's voice into the room — flagging patterns, recurring pain points, and ideas to your manager and other teams
Contribute to the scripts, workflows, and systems that keep our customer experience consistent as we grow
Keep clean, accurate records of interactions, escalations, and how they were resolved
Set the tone for service quality that the rest of the team can look up to
Who You Are:
A customer success or support professional who's comfortable with high-volume, high-value, high-stakes conversations
A track record of calming down tense or emotional situations and resolving them well
Someone who genuinely enjoys helping teammates get better at their job
A confident cross-functional communicator who can chase down answers across departments
A high sense of ownership — you follow through on the customer's experience without needing to be told
Warm, clear, and professional in both writing and on the phone
Someone who thrives in a fast-moving, growing eCommerce environment
Reliable and self-motivated working remotely
What You Bring:
5+ years in customer service, customer success, or support, ideally with time in a senior or lead role
Real experience handling escalations and hard conversations with customers
Some background coaching, training, or mentoring other reps
Strong phone presence and writing skills
Quick to pick up new help desk / CRM tools
Solid problem-solving, organization, and follow-through
ECommerce or physical-product experience is a plus
Comfort with basic technical or electrical troubleshooting is a plus, but not required
Role Details:
Full-time employee position (not contract or fractional)
Total compensation: $70K–$85K (base + performance bonus), based on experience
Remote, US-based candidates only

Work arrangement
Yes