Biophotas, Inc. - Online Customer Experience Specialist at Biophotas, Inc.

Celluma Customer Experience Specialist (E-Commerce & DTC Sales)

Onsite – Tustin, CA | Full-Time | $40,000–$65,000 + Bonus

Are you passionate about helping people, solving problems, and creating exceptional customer experiences? Join Celluma Light Therapy, the global leader in LED light therapy devices, as our new Online Customer Experience Specialist. You'll be the front line support for web customers navigating our award-winning, FDA-cleared devices used for pain management, acne treatment, anti-aging, hair regrowth, and body contouring.

What You'll Do

• Respond to all web chats, emails, site reviews, and customer inquiries via Gorgias and Shopify
• 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 solves problems and builds loyalty
• Recommend products based on customer needs, symptoms, and indications for use
• Process returns, exchanges, order changes, warranty claims, and general support tickets
• Route professional leads (licensed practitioners) to our Clinical Sales team and assigned reps
• Support both DTC and B2B audiences while driving online sales growth
• Help maintain our support macros, FAQs, and knowledge base documentation

Who Thrives in This Role

You're the kind of person who gets genuinely excited when someone asks you a question about light therapy—even if it's the tenth time you've answered it that day. You believe that education is service, and you approach every customer interaction as an opportunity to help someone improve their health and wellbeing. Whether you're talking to a first-time buyer or a seasoned aesthetician, you treat every question with respect and enthusiasm. You're curious, you love learning, and you're ready to become a Celluma expert who can confidently explain our technology to both retail customers and healthcare professionals.

Compensation & Benefits

• Salary: $40,000–$65,000 (based on experience)
• Bonus: Quarterly performance bonus based on DTC sales targets
• Medical, Dental, Vision
• Medical Plan Sponsorship
• Paid Holidays & PTO
• 401k with company matching
• Employee Discounts
• Growth opportunities at a fast-growing company

What We're Looking For

Required:

• 1–3 years in customer support, preferably in e-commerce or health/wellness products
• 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 and excitement

Preferred:

• Background in skincare, biology, health sciences, or related fields
• Familiarity with Shopify, Gorgias, or similar customer support platforms
• Knowledge of medical aesthetics, wellness, or health tech
• Experience supporting both consumer (DTC) and professional (B2B) customer bases