Customer Service Representative

Customer Care Specialist

BrainMD is a leading provider of doctor-formulated nutraceutical supplements, educational media, and self-care solutions designed to optimize brain health and overall well-being. We were founded by Dr. Daniel G. Amen, a 12-time New York Times bestselling author, clinical neuroscientist, and world-renowned brain imaging specialist, with one powerful belief at our core: When you change your brain, you change your life.

Dr. Amen is also the founder of Amen Clinics, with eleven locations nationwide serving more than 7,000 patient visits each month —and growing. His groundbreaking public television programs on brain and mental health have aired over 160,000 times, bringing science-based brain health education to millions of people worldwide.

As a pioneer in brain SPECT imaging, Dr. Amen introduced a revolutionary way of understanding the brain. In 2015, Discover Magazine recognized his research on brain SPECT imaging as one of the top science stories of the year.

Backed by decades of clinical experience and research, BrainMD's scientific and clinical teams continually translate the latest findings into innovative, targeted formulas that support brain function, energy, memory and learning, mood, stress reduction, and sleep. Everything we do is rooted in science, compassion, and a commitment to transformation.

Why This Role Matters

As a Wellness Support Specialist at BrainMD, you will serve as a trusted guide and advocate for our customers, connecting with them daily via phone, email, and chat. Our goal is to deliver the best customer service experience in the world, and every interaction is handled with warmth, clarity, empathy, and purpose.

At BrainMD, customer service is not a support function, it is a mission-critical role. For many customers, you may be the first real human connection they have with our brand, and at times, the person they turn to during moments of confusion, frustration, or vulnerability. Your voice, your words, and your ability to truly listen have a direct impact on how someone feels about their health journey.

Success in this role requires more than technical skill. We are looking for individuals who genuinely put customers first, communicate exceptionally well (both verbally and in writing), learn quickly, and think beyond scripts to solve problems thoughtfully and creatively. You are not just answering questions, you are helping people feel heard, understood, and supported as they take meaningful steps toward better brain and mental health.

Every conversation is an opportunity to build trust, restore confidence, and reinforce hope. The care you provide helps customers feel confident in their choices, remain consistent in their wellness journey, and continue investing in their well-being. When you do your job well, people don't just stay with BrainMD-they feel grateful they found us.

This position is based out of our Irvine office. Team members are expected to master our backend systems, develop a deep understanding of our proprietary products and ingredient terminology, and collaborate closely with cross-functional teams to ensure each customer experience is seamless, supportive, and memorable from start to finish.

This role is ideal for people who take pride in doing meaningful work, believe kindness and clarity can change lives, and want to be part of a team that is setting a new standard for what world-class customer service truly looks like.

Essential Duties and Responsibilities

• Answer inbound phone calls promptly, professionally, and with warmth
• Respond to a high volume of customer emails and chats accurately and efficiently
• Ensure every prospective and current customer feels heard, valued, and confident in choosing BrainMD
• Represent the BrainMD brand with professionalism, empathy, and clear communication
• Assist customers with orders, returns, exchanges, subscriptions, and general inquiries
• Maintain up-to-date knowledge of products, promotions, and subscription management best practices
• Place outbound follow-up calls to prospective and existing customers as needed
• Provide clear, detailed explanations of products, services, and policies
• Think proactively and creatively to resolve issues and improve customer experience
• Identify and recommend opportunities to improve efficiency, processes, and workflows
• Resolve customer concerns independently when possible and escalate appropriately when needed
• Partner closely with the warehouse team regarding fulfillment, returns, cancellations, and defective products

Qualifications and Requirements

• High School Diploma or GED required
• Associate's or Bachelor's degree preferred
• Experience working with supplements a plus.
• Bilingual in Spanish is a plus
• Proficiency with Microsoft Office and basic computer systems
• Previous experience in customer service or customer-facing role
• Exceptional phone presence with professional demeanor, and natural sense of empathy
• Excellent listening skills with the ability to ask thoughtful, probing questions
• Strong problem-solving, critical thinking, and strong interpersonal skills
• Fast learner with the ability to quickly understand products and make appropriate recommendations
• Strong work ethic; self-motivated and comfortable managing multiple priorities in a fast-paced environment
• Clear, confident verbal and written communication skills
• Team-oriented mindset, positive attitude and genuine passion for helping and supporting others

Physical Demands

The physical demands described here are representative of those required to successfully perform the essential functions of this role. Reasonable accommodations may be made.

• Prolonged sitting
• Frequent typing and extended computer screen use
• Regular use of hands and fingers for office equipment and telephone
• Frequent hearing, listening, and speaking
• Occasional standing, walking, reaching, stooping, or bending

Work Environment

The work environment characteristics described here are representative of those encountered while performing the essential functions of this job. Reasonable accommodation may be made.

• Indoor, temperature-controlled office environment
• Moderate noise level