Celluma Light Therapy by BioPhotas, Inc · 1 day ago
Online Customer Experience Specialist
Tustin, CA
Full-time
Onsite
Entry, Mid Level
$40K/yr - $65K/yr
1+ years expCelluma Light Therapy, a leader in LED light therapy devices, is seeking an Online Customer Experience Specialist to join their ecommerce team. This role focuses on providing exceptional customer support and sales assistance to web customers, ensuring a positive experience while promoting health and wellness through their products.
Medical Device
Hiring Manager
Brian Gable
Responsibilities
Respond to all web chats, emails, site reviews, and customer inquiries via Gorgias and Shopify
Provide in-bound post-purchase support for all web customers
Monitor and respond to customer comments and questions across social media platforms
Follow up by phone and speak live with customers when needed—especially for order support, complaints, or high-touch sales inquiries
Deliver fast, friendly, and empathetic service that efficiently solves problems and builds loyalty
Recommend products based on customer needs, symptoms, and indications for use
Cross-sell complimentary products, and up-sell when broader solutions are warranted
Process returns, exchanges, order changes, warranty claims, and general support tickets
Route professional leads (licensed practitioners) to our Clinical Sales team and assigned reps
Escalate high-risk situations to management with recommendations
Support both DTC and B2B inquiries while driving online sales growth
Maintain our standard response templates, FAQs, and knowledge base documentation
Train our customer service AI agent for inquiries outside of business hours
Make ongoing recommendations to ecommerce team to improve the customer experience
Qualification
Required
Minimum 18-36 months in DTC online customer service & sales support
Experience with Shopify customer & order management
Experience with customer service ticketing solutions (examples: Gorgias, ZenDesk, etc.)
Experience managing social media communities and responding to customer inquiries on social platforms
A patient, enthusiastic communicator who stays calm under pressure and genuinely loves helping people
Passion for diving deep into product science and becoming an expert on LED light therapy technology
Strong phone skills and confidence speaking directly with customers
Excellent written communication and meticulous attention to detail
Ability to understand and explain complex scientific concepts in an accessible, friendly way
Comfortable handling complaints and creating positive resolution experiences
Eagerness to answer every customer question—no matter how basic—with kindness, compassion, and excitement
Strong organizational skills and ability to compile and share monthly service reports to management
Preferred
Industry experience in health/wellness, skincare, beauty, or medical devices
Knowledge of medical aesthetics, wellness, or health tech
Experience supporting both consumer (DTC) and professional (B2B) customer bases
Benefits
Bonus: Quarterly performance bonus based on sales targets
Medical, Dental, Vision
Medical Plan Sponsorship
Paid Holidays & PTO
401k with company matching
Employee Discounts
Growth opportunities at a fast-growing company!!
Company
Celluma Light Therapy by BioPhotas, Inc
More than a handheld, more than a mask: Celluma's innovative shape-taking panel design optimizes delivery of our pulsing, polychromatic light energy for use anywhere on the body to treat a range of conditions from acne, aging skin, body contouring and hair restoration to general pain conditions.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Patrick Johnson
President & Chief Executive Officer at Celluma by BioPhotas
Curtis Cluff
President & CFO
Company data provided by crunchbase