Customer Experience Lead

Headquarters: california URL: http://erythroslight.com

# Customer Experience Lead ErythrosLight Location: Remote (LATAM, US, canada, Philippines, or South Africa) **Location:** Remote (Colombia, Mexico, or Argentina preferred)**Hours:** Full-time, 40 hrs/week, US Pacific business hours (9am-6pm PT)**Compensation:** $2,000-$2,500/month depending on experience --- ## About ErythrosLight ErythrosLight is a premium red light therapy brand based in California. We sell the Erythros Laser Pro Mask ($1,149) an FDA-cleared device featuring 164 medical-grade lasers plus 72 LEDs for skin rejuvenation and anti-aging. We're growing fast (8-10 sales daily) and our customers expect a premium experience to match our premium product. We need someone who can own customer experience end-to-end. --- ## The Role You'll be the voice of ErythrosLight. Every customer interaction from first question to post-purchase support goes through you. This isn't a script-reading job. You'll be talking to customers spending $1,000+ on a technical health device. They have real questions, real concerns, and high expectations. Your job is to make them feel confident buying from us and thrilled after they do. **You'll own:**

• **Pre-sale questions** Many customers email before buying. These conversations convert to sales. You'll need to understand our product deeply and explain why it's worth the price.
• **Post-purchase support** Setup questions, usage guidance, troubleshooting. Our product is technical you'll learn how it works and help customers get results.
• **Returns and complaints** Handle these professionally. Protect our reputation and reviews. Know when to escalate to me.
• **Review and testimonial requests** Follow up with happy customers. Get reviews, request UGC, build social proof.
• **Documentation** Build and improve our FAQ, help articles, and response templates.

--- ## What We're Looking For **Must have:**

• Excellent written English You're representing a premium US brand. Grammar, tone, and professionalism matter.
• 2+ years customer support experience Preferably e-commerce or technical products. Bonus if you've worked with premium/luxury brands.
• Available US Pacific hours 9am-6pm PT, Monday-Friday.
• Reliable internet and quiet workspace You'll be on video calls occasionally.
• Ownership mentality You see a problem, you fix it. You don't wait to be told.

**Nice to have:**

• Experience with Shopify (looking up orders, processing refunds)- Experience with helpdesk tools (Gorgias, Zendesk, Freshdesk)- Background in health, wellness, skincare, or beauty

--- ## Why This Role

• **Direct impact** You're not a cog in a call center. You own customer experience for a growing brand.
• **Growth potential** As we scale, you could lead a small CX team.
• **Stable, long-term position** We're not looking for a 3-month contractor. We want someone who grows with us.
• **Premium product** You'll represent something people actually love, not cheap junk.

--- ## Compensation $2,000-$2,500/month (paid monthly via Wise) Full-time, long-term position. This is not a freelance gig. --- ## How to Apply Send an email to baha@erythroslight.com with: 1. **Your resume or LinkedIn** 2. **A short note** (3-5 sentences) explaining why you're a good fit 3. **Written test** Answer BOTH questions below as if you were already in the role: **Question 1:**> *"A customer emails: 'I've been comparing your mask to the JOVS mask and the Omnilux mask. Yours is the most expensive. Why should I pay more for ErythrosLight?'*>> *Write your response to this customer."* **Question 2:**> *"A customer emails: 'My order arrived and the box was damaged. I'm worried the product inside is broken. I paid over $1,000 for this and I'm really frustrated.'*>> *Write your response to this customer."* We'll review applications and respond within 5 business days.

To apply: https://weworkremotely.com/remote-jobs/erythroslight-customer-experience-lead