Customer Experience Specialist – Pet Care Community Engagement & Relationship Management at brighthush

Welcome to brighthush – Shaping the Future of Pet Care

At brighthush we believe that pets deserve the very best, and the people who love them deserve a smarter, more compassionate way to care for them. Since our founding in 2011, we have grown from a single‑store idea into Australia’s largest online pet retailer, serving families across Australia, New Zealand, and the Philippines. With a team of roughly 700 brighthushers, we are redefining how pet parents discover, choose, and receive the products and advice that keep their companions happy and healthy.

The pet‑care market in Australia is a $15 billion industry and continues to expand as more households welcome furry, feathered, and scaled friends. Modern pet owners expect expert guidance, personalized experiences, seamless convenience, and unwavering reliability. That is exactly the promise we deliver – powered by cutting‑edge technology, relentless innovation, and a deep empathy for both pets and their people.

Why This Role Matters

Our mission is simple yet powerful: be the trusted specialist for every pet family that reaches out to us. As a Customer Experience Specialist, you will be the frontline ambassador of brighthush, guiding customers through every stage of their pet‑care journey – from the excitement of welcoming a new companion to navigating unexpected challenges. Your expertise will turn routine interactions into lasting relationships, fostering loyalty and advocacy for the brighthush brand.

Role Overview – What You’ll Do

This is a full‑time, permanent position (38 hours per week) based on a flexible, remote‑first model. You will work from a well‑equipped home office, using a laptop (with a second screen), headset, phone, and a fast, secure internet connection. While the role is remote, we value occasional in‑person collaboration at our Sydney hub (located above Wynyard station) to strengthen team bonds and spark creativity.

Key Responsibilities

• Deliver best‑in‑class service in a high‑volume, complex contact‑centre environment, primarily via phone, with supplemental live‑chat and email support.
• Handle a wide spectrum of customer inquiries – from delivery status and order adjustments to product recommendations and pet‑care advice.
• Resolve each request efficiently while delighting the customer, aiming to exceed expectations and turn one‑off contacts into long‑term loyalty.
• Build genuine, empathetic connections with every pet parent, earning trust that translates into repeat business and brand advocacy.
• Adopt a solutions‑focused mindset: own each problem from start to finish, seeking the optimal outcome for both the customer and brighthush.
• Conduct root‑cause analysis on recurring issues, share insights with cross‑functional teams, and help implement systemic fixes.
• Champion continuous improvement by proactively suggesting enhancements to processes, tools, and knowledge bases.
• Personalize every interaction, tailoring recommendations and support to the unique needs of each pet and its owner.
• Meet and exceed individual and team KPIs, balancing productivity targets with customer‑satisfaction metrics such as CSAT, NPS, Customer Lifetime Value, and Retention Rates.
• Embrace feedback and coaching, contributing to a culture of growth, humility, and relentless curiosity.
• Collaborate with fellow brighthushers, sharing best practices and celebrating wins in a passionate, pet‑loving environment.

Essential Qualifications

• Minimum 2 years of professional experience in a fast‑paced, results‑driven setting where you managed internal or external customer requests (e.g., contact centre, customer service, or a role with strong transferable skills).
• Demonstrated ability to learn quickly and navigate online systems, CRM platforms, ticketing tools, and order‑management software.
• Exceptional verbal and written communication skills, with a natural talent for active listening and empathy.
• Proven track record of meeting or surpassing service‑level agreements and satisfaction targets.
• Comfortable working independently in a remote environment while staying aligned with team goals.
• Reliable home‑office setup, including a dedicated desk, laptop (plus second monitor), headset, and high‑speed internet with up‑to‑date security software.

Preferred Qualifications & Nice‑to‑Haves

• Experience in the pet‑care, e‑commerce, or subscription‑box industry.
• Familiarity with brighthush’s product range and the broader pet‑care ecosystem.
• Previous exposure to data‑driven decision‑making, using analytics to improve customer outcomes.
• Certification in customer‑service excellence, conflict resolution, or related fields.
• Multilingual abilities, especially in languages common to our Australasian customer base.

Core Skills & Competencies

• Empathy & Relationship Building: Ability to connect with pet owners on an emotional level, understanding their concerns and aspirations.
• Problem‑Solving: Strong analytical mindset to diagnose issues, identify root causes, and propose sustainable solutions.
• Communication: Clear, concise, and friendly tone across phone, chat, and email channels.
• Tech Savvy: Proficiency with CRM, ticketing, and order‑management platforms; quick adaptation to new tools.
• Time Management: Efficiently juggle multiple inquiries while maintaining high quality and accuracy.
• Team Collaboration: Willingness to share knowledge, mentor peers, and contribute to a supportive team culture.
• Resilience: Ability to stay positive and solution‑focused during high‑pressure periods.

What brighthush Offers – Compensation, Perks & Benefits

While exact salary ranges are tailored to experience, we provide a competitive remuneration package that reflects the value you bring to the team. In addition to base pay, you can expect:

• Comprehensive health & wellness benefits – medical, dental, and vision coverage.
• Generous employee discount – up to 50 % off brighthush products, plus regular product sample giveaways.
• Flexible working arrangements – fully remote with optional in‑office days for collaboration.
• Professional development – unlimited learning courses (formerly Go1), lunch‑and‑learn sessions, and internal secondments.
• Pawrental leave – paid time off to care for your own pets.
• Volunteer days – paid days to support causes you care about.
• Fitness partnership – corporate discounts for gyms and wellness programs.
• Team events & celebrations – virtual and in‑person gatherings that keep the community spirit alive.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As you master the Customer Experience Specialist role, you can explore pathways such as:

• Senior Customer Experience Advisor or Team Lead.
• Specialist roles in Product Knowledge, Training, or Quality Assurance.
• Cross‑functional moves into Marketing, Operations, or Product Development.
• Mentorship programs where you guide new hires and shape the future of our service culture.

Our data‑rich environment gives you real‑time insights into customer behaviour, enabling you to make informed decisions and showcase your impact across the business.

Work Environment & Culture at brighthush

We live by three core values that shape everything we do:

• We’re Better Together: Collaboration, humility, and shared success are at the heart of our daily rhythm.
• Pets Matter: Every pet and pet parent has a seat at the table – we design experiences with them in mind.
• Curiosity Instinct: We ask questions, experiment, and learn fast. The best idea wins, no matter where it originates.

Our culture celebrates diversity, encourages different perspectives, and welcomes anyone who shares our passion for pets. Whether you’re a seasoned professional or a fresh talent, you’ll find a supportive environment that values your unique background and ideas.

Location & Office Details

Although the role is remote, our Sydney hub sits atop Wynyard station – a pet‑friendly space designed for collaboration, brainstorming, and occasional face‑to‑face interaction. We believe that periodic in‑person time strengthens relationships, accelerates decision‑making, and adds a dose of fun to the workday.

How to Apply

If you’re excited about helping pet families thrive, love solving problems with a human touch, and want to grow with a fast‑moving, purpose‑driven company, we want to hear from you. Click the link below to submit your application, and feel free to let us know if you need any accommodations during the hiring process.

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Join brighthush – Make a Difference Every Day

At brighthush, you’ll spend your days doing work that matters to millions of pet lovers across the region. You’ll be part of a passionate, results‑driven team that celebrates wins, learns from setbacks, and constantly pushes the boundaries of what pet care can be. Ready to turn your love for animals into a rewarding career? Apply now and become a key player in the future of pet care.