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 ErythrosLightErythrosLight
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 RoleYou'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 ApplySend an email to baha@erythroslight.com with:1. Your resume or LinkedIn2. A short note (3-5 sentences) explaining why you're a good fit3. 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:
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*"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.
