Customer Service Representative & Product SpecialistBIORAY® • Irvine, CA, US
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Customer Service Representative & Product Specialist
BIORAY® • Irvine, CA, US
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job_description.job_card.job_descriptionGrowth & Innovation : Join a company that is actively expanding with new land for ingredient cultivation and enhanced facilities to drive its mission of wellness and natural health solutions. Commitment to Quality & Education : BIORAY® maintains rigorous quality standards while promoting continuous learning and professional growth for its team members. Exceptional Benefits : Enjoy a comprehensive benefits package, including profit sharing, funding for continued education, and acupuncture and chiropractic care coverage. Purpose-Driven Culture : Be part of a team dedicated to improving lives through innovative, natural solutions that prioritize health and wellness. BIORAY®'s core values center on harmonizing nature and science to create safe and effective herbal supplements that support health, vitality, and environmental well-being. The company is dedicated to helping individuals discover their unique path to healing, emphasizing sustainability, ingredient transparency, and holistic wellness. BIORAY® fosters a collaborative and fast-paced work environment where employees are encouraged to embody these values, prioritize self-care, and contribute meaningfully to making the world a better place. What the Role Entails The following are detailed performance objectives for this role. When measuring overall aptitude and cultural fit, all candidates will be benchmarked using these standards. Deliver Exceptional Customer Response Times : Within the first 60 days, maintain an average response time of under 2 business hours for all customer inquiries received via phone, email, or chat, ensuring that at least 95% of customer issues are acknowledged and resolved or appropriately escalated within 24 hours. Enhance Customer Product Knowledge & Onboarding : Develop, update, and publish at least 3 new user guides or tutorials within the first 90 days to improve customer understanding of BIORAY’s products and onboarding experience. Track usage of these materials and aim for at least 80% of new customers to access and use these resources within their first month. Support Continuous Improvement & Cross-Team Collaboration : Actively identify and document at least 5 recurring customer pain points or feedback themes within the first 6 months and collaborate with sales, marketing, and product development teams to recommend actionable improvements that enhance overall customer satisfaction and support BIORAY’s mission of helping people find their unique path to healing.
Customer Support & Product Specialist
The Opportunity
The Customer Support & Product Specialist at BIORAY plays a vital role in delivering exceptional, compassionate service to customers and practitioners by providing timely, accurate information about the company’s liquid herbal supplements and supporting customers throughout their journey. This in-office, full-time role is responsible for responding to inquiries, onboarding new customers, resolving issues, creating helpful product documentation, and collaborating closely with sales, marketing, and product development to ensure a cohesive, educational experience that aligns with BIORAY’s mission to help people find their unique path to healing. The ideal candidate brings at least two years of customer support experience, strong communication and problem-solving skills, technical aptitude, and a proactive, empathetic approach that reflects BIORAY’s values of Curiosity, Honor, Ownership, Fun, Listening, Leadership, and Communication.
What you will bring :
- 2+ years of customer support experience or a related field.
- Strong communication and interpersonal skills.
- Excellent problem-solving abilities.
- Zoho and Shopify experience a plus.
- Technical aptitude and the ability to learn and understand complex products.
- Proven ability to multitask and manage time effectively.
- Familiarity with BIORAY products is a plus.
The Company
BIORAY® is a purpose-driven health and wellness company based in Irvine, California, specializing in liquid herbal supplements that detoxify the body, support organ systems, and vitalize hormones. Founded in 1991 by Stephanie Ray, BCN, CNHP, BIORAY® blends traditional Chinese herbalism with modern science to create safe, effective products for individuals across all life stages—from infants to adults. With over 30 years of expertise, the company maintains a strong commitment to sustainability, ingredient transparency, and holistic well-being. BIORAY® operates in-house manufacturing and fosters a collaborative, fast-paced environment where employees are encouraged to live the core values, prioritize self-care, and make a meaningful impact in the world.
Why you’ll love it here :
Our Core Values
Performance Objectives :
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Customer Service Representative • Irvine, CA, US
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