Customer Experience Associate – Championing Human‑Grade Dog Food Delivery & Pet Wellness at brighthush

About brighthush and the Pet‑Care Revolution

brighthush is more than a pet‑food brand; it’s a movement dedicated to transforming the lives of dogs and the people who love them. By crafting fresh, human‑grade meals that meet each dog’s unique nutritional needs, we empower pet parents to give their companions the healthiest, happiest lives possible. Our mission is simple yet profound: 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, combining culinary expertise, veterinary science, and a passion for animal welfare to create a world‑class, genuinely‑kind customer experience.

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.

Key Responsibilities – Your Day‑to‑Day Impact

• 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 (Gladly 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!
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