Client Experience Specialist (US based)

LYMA is a small, fast-growing, wellness company based in London. The mission of the business is to redefine the industry and create the first superbrand of wellness.

Founded in 2018 by Lucy Goff, LYMA is a company committed to delivering innovations that are unequivocally backed by scientific evidence. The LYMA Supplement, Laser and Skincare are now changing the lives of millions of people across the world, helping them to unlock their potential; to look and feel their very best.

Our mission continues to be this: putting the power to change your life in your hands.

Role Overview

As a Client Experience Specialist, you are the human face of LYMA in the US. You'll guide prospective clients through considered purchase decisions, support existing clients across their entire journey with us, and rebuild relationships with those who've stepped away.

Two full-time contract roles are currently available, one covering East Coast hours (EST/EDT) and one covering West Coast hours (PST/PDT).

Location: Remote, United States.
Schedule: 37.5 hours per week, worked as five shifts of 9:00am–5:30pm (local time) across a Monday–Sunday rota. Weekend shifts are part of the rotation as we offer our clients a seven-day service.

• A background in beauty, luxury retail, or premium wellness (strongly preferred).
• Proven experience managing a clientele book and proactively nurturing client relationships.
• Genuine confidence on video and phone, this is a heavily client-facing role, and you'll need to be as assured on camera as you would be on a shop floor.
• Comfort working towards sales and retention goals within a consultative approach.
• A fast, curious mind for product knowledge, our clients ask sophisticated questions and expect authoritative answers.
• Polished written and verbal communication.
• Willingness to travel occasionally for trade shows and events, based on business needs.

As this role is built around video and phone consultations, you will also need:

• Reliable, high-speed internet.
• A quiet, professional, interruption-free working environment.
• A suitable space for client-facing video calls.

You will deliver expert one-to-one consultations by video and phone, spanning the full client lifecycle.

Pre-sale consultations: You'll help high-intent prospective clients find the right LYMA products for their goals, answering questions with genuine product authority and converting interest into confident purchases. This part of your role carries commission on sales achieved through your consultations.

Post-purchase care: You'll onboard new clients, guide them through their routines and protocols, troubleshoot any issues with care and expertise, and check in proactively at key milestones so every client gets the results they came for.

Retention and win-back: You'll actively follow up with clients whose subscriptions have lapsed or cancelled, asking the right questions, listening carefully, offering tailored advice, and giving them a genuine reason to return.

Clienteling: You'll build and maintain your own client book, following up personally and delivering a white-glove experience at every touchpoint.

You will also be a part of

• Working closely with our Sales and Training consultant, who owns product education, training, and quality standards.
• Representing LYMA at trade shows and in-store events when business needs arise.
• Surfacing client insights and feedback that shape our products and marketing.
• Maintaining meticulous consultation notes and upholding the quality standards that define the LYMA experience.