Online Customer Experience Specialist

Description

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

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

The team at Celluma Light Therapy has big aims – we seek to make a profound impact on global wellness.

Transforming just one person’s life, helping them feel better, regain lost confidence, and live an overall healthier existence, is a feeling that can only be experienced. We live for it every day.

Celluma has been growing steadily for over a decade, and with unprecedented demand for LED light therapy, we’re hitting a new stride of growth. As a result, we’re investing in our ecommerce team and looking to build a world-class web customer sales & support team starting with you.

If you are....

• Passionate about helping people, solving problems, and creating exceptional customer experiences. 
• Thrive in a service and sales-oriented environment, with a focus on driving company growth.
• Skilled at helping customers navigate a broad product line and recommend optimal treatment solutions.
• A patient, empathetic soul who can calmly and professionally deal with all types of personalities.
• Not afraid of educating customers about technical, science-related topics in ways anyone can understand.
• A natural team player with a positive spirit and exceptional communication skills.

Then, apply now to join Celluma Light Therapy, the global leader in LED light therapy devices, as our new Online Customer Experience Specialist. You'll join a fast-growing, collaborative team as the front-line support for our web customers as they navigate a journey to wellness through our award-winning, FDA-cleared devices used to treat pain, acne, hair loss, and body contouring. This is an key position within our DTC ecommerce operation, with success paving the way to significant career growth and future leadership opportunities within the company.

What You'll Do

• 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
• Assist our eCommerce Manager with web-related sales & support needs.
• 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

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 medical practitioner, you thrive on the 1:1 connection and treat every question with care 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. And finally, you authentically enjoy the critical selling aspect of the job; you clearly understand how your ability to deliver a exceptional customer experiences helps our company grow and drive long-term customer advocacy.

Compensation & Benefits

• Salary: $40,000–$65,000 (based on experience)
• 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

Requirements

What We're Looking For

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