Customer Care Specialist – Veterinary Pharmacy Experience Champion – Remote, Full‑Time

About brighthush – A Revolution in Pet Pharmacy

At brighthush, we’re redefining how pet parents, veterinarians, and pet‑care professionals access the medications and wellness products they need. Our mission is simple yet powerful: make pet health care simpler, smoother, and a little more joyful. Every prescription we ship arrives beautifully packaged, on time, and at the front door of pet families across the country. Behind the scenes, our culture thrives on innovation, empathy, and an unwavering focus on the customer experience.

Why This Role Matters

Every interaction you have with a pet parent or veterinarian is a chance to shape the story of brighthush. As the first point of contact, you embody our commitment to exceptional service and become the voice that builds trust, loyalty, and advocacy. Your work directly influences how customers perceive our brand, drives repeat business, and fuels our mission to modernize pet pharmacy care. This isn’t just a support role – it’s a pivotal position that helps us deliver on our promise of a seamless, joyful pet‑health experience.

Key Responsibilities

• Customer Support Excellence – Deliver timely, accurate assistance via phone, email, and chat for inquiries about orders, products, and account information.
• Order Management – Track, update, and resolve order status issues, ensuring customers receive the right product at the right time.
• Problem Resolution – Own the entire lifecycle of a customer concern, from initial contact to final resolution, using a proactive, solutions‑oriented approach.
• Product Knowledge – Maintain deep understanding of our product catalog, including prescription medications, supplements, and specialty items, to offer informed recommendations.
• Technical Support – Guide customers through our website and mobile app, troubleshooting login issues, payment processing, and navigation challenges.
• Feedback Loop – Capture customer insights, identify trends, and collaborate with cross‑functional teams (Product, Operations, Marketing) to drive continuous improvement.
• Quality Assurance – Adhere to company policies, compliance standards, and quality metrics, ensuring every interaction reflects brighthush’s values.
• Team Collaboration – Participate in daily stand‑ups, share best practices, and support peers in a fast‑paced, remote environment.

Essential Qualifications

• High school diploma or equivalent (college coursework preferred).
• Minimum of two years of customer service experience, preferably in a medical or healthcare setting.
• At least one year of experience in veterinary care, pharmacy, or a related medical environment.
• Proficiency with computers, web‑based tools, and CRM systems.
• Excellent verbal and written communication skills, with a warm, empathetic tone.
• Strong attention to detail, sound judgment, and a customer‑first mindset.
• Reliable, consistent availability during core business hours (Monday–Friday, 9:30 a.m.–6:00 p.m. ET).
• Comfortable working in a virtual, fast‑paced environment and handling high call volumes.

Preferred / Nice To Have

• 2+ years of phone or email customer service experience within healthcare.
• Experience working remotely or in a virtual team setting.
• Background in veterinary or pet‑care industry.
• Demonstrated ability to collaborate effectively with cross‑functional teams.
• Passion for animals – not required, but a definite plus.

Skills & Competencies

• Communication – Clear, concise, and compassionate communication across multiple channels.
• Problem‑Solving – Analytical thinking to diagnose issues and propose actionable solutions.
• Time Management – Ability to juggle multiple tasks while maintaining high quality.
• Adaptability – Thrive in a dynamic environment with evolving processes and priorities.
• Team Player – Collaborate, share knowledge, and support teammates to achieve shared goals.
• Customer Advocacy – Champion the customer’s voice in all decisions and initiatives.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Care Specialist, you will have access to:

• Structured onboarding and continuous training programs focused on product knowledge, customer service excellence, and industry best practices.
• Mentorship from senior team members and leaders across the organization.
• Clear career pathways to roles such as Customer Success Manager, Operations Lead, or Product Support Specialist.
• Regular performance reviews with actionable feedback and opportunities for skill development.
• Access to industry conferences, webinars, and certifications that enhance your expertise in veterinary pharmacy and customer experience.

Work Environment & Culture

brighthush is a remote‑first company that values flexibility, trust, and work‑life balance. Our culture is defined by:

• Open communication channels – Slack, Teams, and weekly video calls keep everyone connected.
• Inclusive, supportive community – We celebrate diversity, encourage collaboration, and recognize achievements.
• Continuous learning – We provide resources for professional growth and encourage knowledge sharing.
• Fast‑paced innovation – We iterate quickly, experiment boldly, and embrace change.
• Employee well‑being – We prioritize mental and physical health through flexible schedules and wellness programs.

Compensation & Benefits

We offer a competitive hourly rate of $18 per hour, commensurate with experience and performance. In addition to base pay, you will receive:

• Medical, dental, and vision insurance with partial dependent coverage.
• Generous paid time off (PTO) and paid holidays.
• 401(k) retirement plan with company match.
• Performance‑based incentives and recognition programs.
• Flexible work schedule within core business hours.
• Access to a virtual wellness stipend for home office upgrades, fitness memberships, or mental health resources.

Virtual Requirements

• Reliable broadband internet connection (minimum 10 Mbps download, 5 Mbps upload).
• Private, distraction‑free workspace to maintain focus during customer interactions.
• Computer with dual monitors (preferred) and a high‑quality headset with noise cancellation.
• Stable power supply and backup options to ensure uninterrupted service.

How to Apply

Ready to join a mission‑driven team that is transforming pet health care? Click the link below to submit your application and become a vital part of brighthush’s growth story.

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Equal Opportunity Statement

brighthush is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other legally protected characteristic.