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
