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

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## 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.

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## 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.

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## 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

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## 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.

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## Compensation

$2,000-$2,500/month (paid monthly via Wise)

Full-time, long-term position. This is not a freelance gig.

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## 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