Customer Experience Omnichannel Specialist – Remote, Full‑Time, Multilingual Support & Product Troubleshooting – Brighthush

About Brighthush

Brighthush is a trailblazing technology company that blends cutting‑edge artificial intelligence with everyday pet care. From our flagship smart litter box to a suite of connected accessories, we empower pet owners to live more effortlessly while ensuring their furry companions receive the best care possible. Our mission is simple: make pet ownership smarter, safer, and more joyful. With a culture that values curiosity, collaboration, and continuous learning, Brighthush invites you to join a team that is redefining the pet tech landscape.

Why Brighthush?

At Brighthush, you’ll experience a workplace that is as dynamic as the products we build. We champion a remote‑first environment, allowing you to work from any of the 25 states listed below while staying connected to a vibrant, cross‑functional team. Our commitment to work‑life balance is reflected in generous paid time off, flexible scheduling, and a culture that respects your personal time. We invest in your growth through tuition reimbursement, mentorship programs, and access to industry conferences. And because we believe in rewarding hard work, we offer a competitive salary, 401(k) matching, and a comprehensive benefits package that includes health, dental, vision, and parental leave.

Position Overview

As a Customer Experience Omnichannel Specialist at Brighthush, you will be the frontline ambassador for our brand across multiple channels—phone, email, live chat, and social media. Your role will involve troubleshooting product issues, guiding customers through setup and usage, and ensuring every interaction reflects our commitment to exceptional service. You will collaborate closely with product, engineering, and marketing teams to relay customer insights that drive product improvements.

Key Responsibilities

• Customer Support Excellence: Deliver timely, accurate assistance via phone, email, chat, and social media, maintaining a high first‑contact resolution rate.
• Product Troubleshooting: Diagnose and resolve hardware and software issues for Brighthush’s smart pet devices, using diagnostic tools and knowledge bases.
• Omnichannel Communication: Seamlessly transition customers between channels while preserving context and ensuring consistent messaging.
• Feedback Loop: Capture customer pain points and feature requests, and collaborate with product teams to prioritize enhancements.
• Quality Assurance: Participate in call monitoring, peer reviews, and continuous improvement initiatives to uphold service standards.
• Data Management: Accurately log interactions in Salesforce, update customer records, and generate weekly reports on key metrics.
• Team Collaboration: Attend cross‑functional stand‑ups, share insights, and contribute to knowledge‑sharing sessions.
• Compliance & Security: Follow data privacy regulations and internal security protocols when handling customer information.

Essential Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Minimum of 3 years of customer service experience, preferably in a tech or e‑commerce environment.
• Proficiency with Google Workspace, Salesforce, and Magento (or similar e‑commerce platforms).
• Strong computer literacy and the ability to quickly learn new software.
• Excellent verbal and written communication skills in English.
• Ability to multitask, prioritize, and manage time effectively in a fast‑paced environment.
• Flexible availability, including evenings, weekends, and holidays as required.
• Reside in one of the following states: California, Colorado, Florida, Georgia, Illinois, Indiana, Kentucky, Kansas, Maryland, Michigan, North Carolina, Nevada, New York, Ohio, Oklahoma, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin.

Preferred Qualifications

• Experience with AI‑powered customer support tools or chatbots.
• Knowledge of pet care products or a passion for animals.
• Multilingual capabilities (Spanish, French, Mandarin, etc.) to serve a diverse customer base.
• Previous exposure to remote work environments and asynchronous communication tools.
• Certifications in customer service or technical support (e.g., ITIL, CompTIA).

Core Skills & Competencies

• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help.
• Technical Aptitude: Ability to troubleshoot hardware/software issues and explain solutions in layman’s terms.
• Problem‑Solving: Analytical thinking to diagnose root causes and propose effective solutions.
• Communication: Clear, concise, and friendly communication across all channels.
• Adaptability: Thrive in a dynamic environment with evolving processes and technologies.
• Collaboration: Work effectively with cross‑functional teams to drive customer success.
• Data‑Driven: Comfortable using analytics to track performance and identify improvement opportunities.

Career Growth & Learning Opportunities

At Brighthush, your career path is as flexible as our remote work model. We encourage you to:

• Advance into Senior Support Engineer or Product Support Lead roles by mastering product knowledge and leading initiatives.
• Transition into Product Management or Engineering by leveraging customer insights and technical expertise.
• Participate in Leadership Development Programs that focus on communication, project management, and strategic thinking.
• Attend Industry Conferences and workshops to stay ahead of pet tech trends.
• Earn Professional Certifications through our tuition reimbursement program.

Work Environment & Culture

Brighthush’s culture is built on four pillars:

• Innovation: We celebrate curiosity and encourage experimentation—your ideas can shape the next generation of pet tech.
• Collaboration: Our remote teams use real‑time collaboration tools, ensuring everyone feels connected and heard.
• Inclusivity: We value diverse perspectives and foster an environment where every voice matters.
• Well‑Being: From virtual yoga sessions to mental health resources, we prioritize your holistic health.

Compensation & Benefits

Brighthush offers a competitive salary range of USD 43,680 per year for this full‑time role. In addition, you will receive:

• 401(k) plan with company matching up to 4%.
• Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
• Health, dental, and vision insurance plans with employer contributions.
• Tuition reimbursement for relevant courses and certifications.
• Parental leave policy that supports both new parents and caregivers.
• Employee assistance program (EAP) for mental health support.
• Annual performance bonuses and spot awards for exceptional contributions.

How to Apply

Ready to bring your customer‑service expertise to a company that’s redefining pet care? Click the link below to submit your application and join the Brighthush family.

Apply to Brighthush Today

Join Brighthush – Where Passion Meets Innovation

At Brighthush, you’ll be part of a mission that blends technology with compassion. Your work will directly impact the lives of pet owners and their beloved companions. If you’re a proactive, tech‑savvy customer advocate who thrives in a remote, collaborative setting, we want to hear from you. Apply now and help us build the future of pet care—one smart device at a time.