Customer Support Rep (Calls + SMS) / Nights & Weekends (US Telehealth)

We're a US telehealth brand running a subscription product. Our support team covers weekdays, but our patients are most reachable at night and on weekends, and right now nobody is picking up during those hours. That's the gap you'd fill. This is outbound and inbound patient communication. Phone calls and text messaging. You are not selling cold. You're talking to people who already bought from us. What you'll do: - Call and text patients who recently canceled, gather feedback, and present retention offers - Call and text patients whose payment failed to update their card - Handle inbound calls and texts during evenings and weekends - Follow up on check-in messages from patients who received their order - Log every call and text outcome in our CRM - Report weekly on saves and win-backs you personally generated Schedule: Saturday and Sunday coverage is required. Monday is optional but nice to have. Weeknight coverage from roughly 5pm to 9pm US time. Around 20 to 30 hours per week total. You must be able to work US calling hours regardless of where you're located. *You're a fit if you have* - Clear, natural spoken English with a neutral accent - Real phone experience in customer support, retention, or inside sales - Comfort making 40+ outbound calls in a shift without getting discouraged by voicemails - Reliable internet, quiet workspace, and a headset - Discretion with sensitive patient information *Nice to have* - Experience in telehealth, subscription, or DTC ecommerce - GoHighLevel, Checkout Champ, or similar CRM experience (not a big deal if you don’t have honestly) - Retention or save-desk experience specifically