Customer Retention Specialist (Part-Time, US Customers)

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TYPE OF WORK

Part Time

SALARY

TBD

HOURS PER WEEK

20

DATE UPDATED

Oct 23, 2026

JOB OVERVIEW

Type of work: Part-time
Hours: 20 hours a week, 4 hours a day, 5 days a week
Schedule: Wednesday to Sunday, 2:00 PM to 6:00 PM US Eastern (Thursday to Monday, 2:00 AM to 6:00 AM Philippine time)
Salary: TBD

About us

Redwood Remedies is a US telehealth company offering prescription men’s health treatment by subscription. Our customers are mostly men in their 50s and 60s across the US, and many of them call us with a question before their next refill. We’re looking for someone who enjoys those conversations and can keep a customer with us when a well-timed call makes the difference.

What you’ll do

You’ll own our retention calls each shift. Most of your time goes to calling customers a few days before their subscription renews to check how the treatment is going, answer questions and help them pick the plan that suits them. When a customer asks to cancel or pause, you’ll call to understand why and walk them through the options we can offer, such as a different product, a pause or a one-time order. You’ll also contact customers whose payment didn’t go through and help them update their card.

You’ll record every outcome during the call: updating the subscription in our admin panel and payment system, and logging the call in our CRM (GoHighLevel). When one of our two support agents is out, you’ll pick up extra hours to cover support, which includes inbound calls, texts and email.

What we’re looking for

At least 1 year in retention, save desk, account management or subscription customer service for US customers, ideally by phone
Clear, natural spoken English and comfort speaking with older American customers about a sensitive health topic
Comfort handling objections and making an offer, while respecting a customer’s decision when they want to leave
Careful notes. Every call gets logged accurately, the same day. To show us you read closely, put the word SEQUOIA in the subject line of your application.
Experience with a CRM. GoHighLevel, HubSpot or similar is a plus
Available 2:00 AM to 6:00 AM Philippine time, Thursday to Monday, including US weekends
Flexibility to add hours on short notice when a teammate is out
A quiet workspace, a reliable computer, a noise-cancelling headset and a stable internet connection with a backup

What we offer

Compensation package: TBD
Fully remote, with a small team that works together on Slack
Training on our products, systems and offers before you take your first call

How to apply

Please send:

Your resume
A short note about a time you kept a customer who wanted to cancel: what they said, what you offered, and how it ended
A link to a 5-minute video introduction, candid and unscripted. Tell us about yourself, your experience with customers, and why this role interests you. Speak naturally; we’d rather see how you really talk than a polished script.

Applications missing any of the items above won’t be reviewed.

SKILL REQUIREMENT
Outbound Sales Customer Support Account Retention
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