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Customer Experience Lead

Erythroslight · Anywhere in the World · posted 9 months ago

Customer Experience Lead at Erythroslight — remote job on CafeRemote
Customer Support Problem Solving Shopify Customer Communication Full-time Lead Worldwide
ErythrosLight is a California-based premium red light therapy brand offering FDA-cleared, at-home devices for skin rejuvenation and anti-aging. Our flagship product, the Erythros Laser Pro Mask ($1,149), combines 164 medical-grade VCSEL lasers with 72 LEDs, making it one of the most advanced red light therapy masks available. As a fast-growing brand, we are building a high-quality team to support a premium customer experience. 

Customer Experience Lead 

Location: Remote (LATAM, US, Canada, Philippines, or South Africa)
Colombia, Mexico, or Argentina preferred
Hours: Full-time (40 hrs/week), US Pacific Time (9am–6pm PT)
Compensation: $2,000–$2,500/month (based on experience)  

Role Overview 

We are seeking a Customer Experience Lead to manage customer interactions from first inquiry through post-purchase support. This role is responsible for ensuring clear communication, confident buying decisions, and high customer satisfaction for a premium, technical product. 

You will handle customer questions, provide product guidance, manage issues professionally, and help maintain strong reviews and brand trust.  

Key Responsibilities 

  • Respond to pre-sale inquiries and help customers understand product value

  • Provide post-purchase support, including setup guidance and troubleshooting

  • Manage returns, complaints, and escalations with professionalism

  • Follow up with satisfied customers to request reviews and testimonials

  • Maintain and improve FAQs, help articles, and response templates

  • Coordinate with internal stakeholders when issues require escalation

Required Qualifications
 

  • Excellent written English with strong attention to tone and professionalism

  • At least 2 years of customer support experience (e-commerce or technical products preferred)

  • Availability during US Pacific business hours (Monday–Friday)

  • Reliable internet connection and a quiet, professional workspace

  • Strong sense of ownership and problem-solving ability

Preferred Experience
 

  • Shopify (order lookup, refunds, exchanges)

  • Helpdesk platforms such as Gorgias, Zendesk, or Freshdesk

  • Background in health, wellness, skincare, or beauty products

Why Join ErythrosLight
 

  • Direct ownership of customer experience for a growing premium brand

  • Opportunity to grow into a team leadership role as the company scales

  • Stable, long-term position (not freelance or short-term)

  • Represent a high-quality product with strong customer demand

Compensation
 

  • $2,000–$2,500 per month

  • Paid monthly via Wise

  • Full-time, long-term role

How to Apply

Email [email protected] with:
 
  1. Your resume or LinkedIn profile

  2. A brief note (3–5 sentences) explaining your fit for the role

  3. Written responses to both questions below:

Question 1
A customer asks why they should choose ErythrosLight over lower-priced competitors. Write your response.

Question 2
A customer reports receiving a damaged box and is concerned about the product. Write your response.

Applications will be reviewed, and responses sent within 5 business days.
 

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