Customer Experience Associate – Championing Human‑Grade Dog Food Delivery, Pet Wellness, and Data‑Powered Service Excellence at brighthush

About brighthush and the Pet‑Care Revolution

brighthush isn’t just a pet‑food brand; it’s a movement that redefines how we care for our canine companions. By blending culinary artistry, veterinary science, and a deep respect for animal welfare, we create fresh, human‑grade meals that meet each dog’s unique nutritional needs. Our mission is clear and compelling: help dogs live their best lives by delivering science‑backed, delicious food straight to their doorstep. As the pet‑care industry evolves, brighthush stands at the forefront, pioneering a customer experience that is as warm, thoughtful, and innovative as the food we serve.

Why Join the brighthush Pack?

When you become part of the brighthush family, you’re not just filling a role—you’re joining a close‑knit pack that values empathy, innovation, and teamwork. We’re driven by a culture that cares deeply about our work and our people. Every member of our team, from the kitchen to the front desk, shares a common goal: to make every interaction with our customers memorable, supportive, and impactful.

Remote Flexibility with Local Connection

Our Customer Experience Associate position is a remote role, but we believe in the power of face‑to‑face collaboration. We require quarterly in‑person off‑sites in Salt Lake City, UT, and Nashville, TN. Candidates must live within roughly one hour of either city, ensuring they can participate in these energizing gatherings that strengthen our community and keep us aligned on our vision.

What You’ll Do Every Day

As a Customer Experience Associate, you’ll be the voice, the guide, and the advocate for every dog parent who reaches out to brighthush. Your day will be dynamic, rewarding, and full of opportunities to make a real difference.

• Brand Voice Champion: Represent the brighthush voice across all touchpoints—emails, phone calls, live chat, and our order management system—ensuring consistency and warmth.
• Customer Journey Architect: Deliver a memorable experience that builds long‑term relationships with dog parents, turning first‑time buyers into lifelong advocates.
• Multi‑Channel Relationship Manager: Handle inquiries and support requests across email, phone, and digital platforms, maintaining a high level of professionalism and empathy.
• Data‑Driven Feedback Loop: Accurately track and monitor customer interactions, using insights to refine processes and elevate satisfaction.
• Vision‑Driven Initiatives: Collaborate with cross‑functional teams to develop and lead projects that enhance the brighthush experience in canine care and beyond.
• Continuous Improvement: Identify bottlenecks, propose solutions, and implement changes that streamline workflows and improve service quality.
• Team Collaboration: Work closely with the Customer Experience Manager and other departments to align on goals, share best practices, and celebrate successes.

Essential Qualifications – What We’re Looking For

• Education: Bachelor’s degree from an accredited four‑year institution.
• Experience: Proven track record in customer‑centric roles—retail, food service, or similar—where empathy and problem‑solving were key.
• Pet‑Passion: A genuine love for dogs and a commitment to treating every pup with the same care as your own.
• Communication Mastery: Strong written and verbal skills, capable of providing clear, concise, and compassionate answers.
• Adaptability: Ability to improvise and thrive in dynamic environments, turning challenges into opportunities.
• Tech Savvy: Familiarity with customer‑service platforms (brighthush or similar) is a plus; we’ll provide training for any new tools.
• Health‑Food Insight: Experience with pet‑food or health‑food products is highly desirable, as it deepens your understanding of our mission.

Preferred Qualifications – Bonus Points

• Experience in a fast‑moving, high‑growth startup environment.
• Background in veterinary nutrition or animal science.
• Proficiency in data analysis tools (Excel, Google Sheets, or similar).
• Fluency in a second language to serve a diverse customer base.

Skills & Competencies for Success

• Empathy & Patience: Understanding the emotional journey of pet parents and responding with genuine care.
• Problem‑Solving: Quickly diagnosing issues and crafting effective solutions.
• Time Management: Balancing multiple inquiries while maintaining high service standards.
• Team Player: Collaborating across departments to achieve shared objectives.
• Positive Attitude: Bringing enthusiasm and a sense of humor—yes, sloppy dog kisses and memes are part of the culture!

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Experience Associate, you’ll have access to:

• Structured mentorship programs with senior leaders in Customer Experience, Product, and Marketing.
• Regular skill‑building workshops covering advanced communication, data analytics, and pet‑nutrition science.
• Clear career pathways to roles such as Senior Customer Experience Specialist, Customer Success Manager, or Product Support Lead.
• Opportunities to lead cross‑functional projects that directly influence product development and customer satisfaction metrics.
• Annual performance bonuses tied to customer satisfaction scores and retention metrics.

Work Environment & Culture

Our culture is built on the principles of transparency, collaboration, and a relentless focus on the customer. You’ll experience:

• A remote‑first mindset that values results over hours, with flexible scheduling to support work‑life balance.
• Quarterly in‑person gatherings that foster community, spark creativity, and reinforce our shared values.
• A supportive team that celebrates wins—big and small—and learns from challenges together.
• Inclusive practices that welcome diverse perspectives, ensuring every voice is heard and valued.
• A commitment to continuous improvement, where feedback is encouraged and acted upon.

Compensation, Perks & Benefits

While specific figures vary based on experience, we offer a competitive salary range that reflects the value of your expertise and the impact of your work. In addition to base pay, you’ll enjoy:

• Health, dental, and vision insurance plans with generous coverage options.
• Flexible paid time off, including vacation, sick leave, and personal days.
• 401(k) matching to help you plan for the future.
• Pet‑friendly policies, including pet insurance discounts and a pet‑care stipend.
• Access to a curated selection of brighthush products at discounted rates.
• Continuous learning stipend for courses, certifications, or conferences related to customer experience and pet care.

How to Apply

If you’re ready to bring your empathy, curiosity, and love for dogs to a role that makes a tangible difference, we’d love to hear from you. Submit your resume and a brief cover letter explaining why you’re the perfect fit for the brighthush pack. Let’s build a brighter future for dogs and their families together.