Customer Experience Lead

Customer Experience Lead — ErythrosLight Location: Remote (LATAM, US, canada, Philippines, or South Africa)

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.