Customer Support Agent — Remote

About RedwoodRx
RedwoodRx is a US-based telehealth company selling compounded prescription products direct-to-consumer in the weight loss and men's health categories. We're a small, fast-moving team building something from the ground up — and we need a dedicated support agent to be the frontline for our customers.

The Role
You'll be the first point of contact for our US-based customers across chat, email, SMS, and phone. You'll handle everything from order questions and billing issues to product inquiries and subscription management. This is a full-time remote role for someone based in the Philippines.
You'll work with a small team — initially reporting to the founder, with a GHL specialist joining to build out our support systems. As we grow, you'll help shape what great customer support looks like at RedwoodRx.

Location: Remote — Philippines
Hours: Full-time (~40 hrs/week), working during EU morning / Asia afternoon hours with overlap during 8:00 AM – 2:00 PM CET (3:00 PM – 9:00 PM PHT)
Start date: As soon as possible
Contract: Independent contractor (invoice-based)

What You'll Do
-Customer Support (Day-to-Day)
-Respond to customer inquiries via chat, email, SMS, and phone
-Handle order and shipping questions — tracking, delivery status, shipping delays
-Process and manage billing inquiries — refunds, failed payments, subscription changes, cancellations
-Answer product questions using approved scripts and knowledge base articles (dosage info, usage instructions, what to expect)
-Escalate medical questions to the appropriate clinical team — you are not expected to give medical advice

Operations
-Work in GoHighLevel (GHL) as the primary support platform — managing conversations, updating contact records, tagging and routing tickets
-Use CheckoutChamp for order lookups, subscription management, and processing refunds
-Use Stripe for payment lookups and dispute handling
-Use Dosable / MDI to check patient and prescription status (non-medical, operational screens only)
-Follow and help improve SOPs — flag recurring issues, suggest process improvements

Quality & Communication
-Maintain a friendly, professional, and empathetic tone — our customers are dealing with health products and expect care
-Hit response time targets (we'll set these together as we ramp up)
-Log and categorize common issues to help us spot trends

Requirements
-1–2 years of customer support experience, ideally in a remote setting
-Strong written and spoken English — you'll be on chat, email, and phone with US customers
-Comfortable working across multiple tools simultaneously (GHL, CheckoutChamp, Stripe)
-Reliable internet connection and a quiet environment for phone calls
-Available to work during EU morning / Asia afternoon hours (overlap 3:00 PM – 9:00 PM PHT)
-Self-motivated — you'll often be the only support agent online, so you need to manage your own queue and priorities

Nice-to-Haves
-Experience in health, wellness, telehealth, or DTC subscription support
-Familiarity with GoHighLevel
-Experience handling phone support (not just chat/email)
-Understanding of basic subscription billing concepts (recurring charges, failed payments, dunning)
-Previous experience with CheckoutChamp or Stripe

Compensation
$800–$1,200 USD/month depending on experience
Paid via Wise, twice per month (15th and 30th)
Independent contractor arrangement — you invoice us, you handle your own taxes
Long-term position with room to grow as we expand the support team

What Growth Looks Like
We're hiring one support agent now, and plan to add a second (either in the Philippines for US-hours coverage, or in LATAM) in the near future. If you perform well, there's a clear path to becoming the senior support agent or team lead as the team grows.

How to Apply
Send us:
1. A short intro — who you are, your support experience, and why this role interests you. Make sure you start the first sentence with GOAT to show that you read through everything.
2. A brief description of the tools and platforms you've used in previous support roles
3. A short voice recording or Loom video (1–2 minutes) introducing yourself in English — this helps us assess communication skills for phone support
4. Your availability and expected compensation
5. Any experience in health, telehealth, or subscription businesses