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Join ErythrosLight as a Customer Experience Lead

Position Overview

Location: Remote (LATAM, US, Canada, Philippines, or South Africa)
Preferred Locations: Colombia, Mexico, or Argentina
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. Our flagship product, the Erythros Laser Pro Mask ($1,149), is an FDA-cleared device featuring 164 medical-grade lasers and 72 LEDs, designed for skin rejuvenation and anti-aging. With rapid growth, averaging 8-10 sales daily, we pride ourselves on delivering a premium experience that matches our high-quality product. We are seeking a dedicated Customer Experience Lead to manage customer interactions from start to finish.

The Role of Customer Experience Lead

As the Customer Experience Lead, you will represent ErythrosLight in every customer interaction—assisting them from their initial inquiry to post-purchase support. This role requires genuine engagement and expertise, as you will assist customers investing over $1,000 in a technical health device.

Your Responsibilities Include:

• Pre-sale Questions: Engage with potential customers who reach out before buying. Your in-depth product knowledge will be essential in converting inquiries into sales.
• Post-purchase Support: Assist customers with setup, usage guidance, and troubleshooting, ensuring they achieve the best results.
• Returns and Complaints: Handle customer issues professionally, protecting our reputation and knowing when to escalate concerns.
• Review and Testimonial Requests: Follow up with satisfied customers to gather reviews and user-generated content to enhance our brand’s social proof.
• Documentation: Develop and refine our FAQ, help articles, and response templates for enhanced customer support.

Qualifications We Seek

Essential Skills:

• Exceptional written English skills—representing a premium US brand requires professionalism in grammar and tone.
• A minimum of 2 years of customer support experience, preferably in e-commerce or technical products. Experience with premium or luxury brands is a plus.
• Availability during US Pacific hours (9am-6pm PT, Monday-Friday).
• A reliable internet connection and a quiet workspace for video calls.
• An ownership mentality—proactively solving problems without waiting for direction.

Preferred Skills:

• Experience with Shopify (order management, processing refunds).
• Familiarity with helpdesk tools (Gorgias, Zendesk, Freshdesk).
• A background in health, wellness, skincare, or beauty.

Why You Should Apply

• Direct Impact: You will play a crucial role in shaping the customer experience for a growing brand.
• Growth Opportunities: As our team expands, there’s potential for you to lead a customer experience team.
• Stable Position: We’re looking for a long-term team member, not a short-term contractor.
• Work with a Premium Product: Represent a brand that customers truly value and love.

Compensation Details

Monthly compensation ranges from $2,000-$2,500, with payments made via Wise. This is a full-time, long-term position, not a freelance opportunity.

How to Apply

To apply, please send an email to [email protected] with the following:

1. Your resume or LinkedIn profile
2. A brief note (3-5 sentences) explaining why you would be a great fit for this role
3. Written test: Answer BOTH of the following questions 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 will review applications and respond within 5 business days.

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