Customer Support Coordinator – Brighthush Love Lost Lost & Found Pet Network – Remote, Part‑Time, Weekend Availability

About Brighthush

Brighthush is a trailblazing health and wellness company that is redefining the pet care landscape. With a vibrant community of over 29,000 passionate employees, we operate more than 1,500 pet care centers across the United States, Mexico, and Puerto Rico. Our portfolio includes 250+ Vetco Total Care hospitals, a network of preventive care clinics, and eight distribution centers that deliver essential pet products to homes and shelters alike. At Brighthush, we believe that what’s good for pets, people, and the planet is ultimately good for our organization. Our culture is built on purpose‑driven work, relentless innovation, and an unwavering commitment to doing what’s right for all stakeholders.

Introducing Brighthush Love Lost

Brighthush Love Lost is a national lost‑and‑found pet network that connects pet owners, shelters, and compassionate volunteers to reunite lost pets with their families. Since its inception, the platform has facilitated over 250,000 successful reunions, and the numbers are growing every day. The Love Lost team is dedicated to creating a safe, trustworthy, and user‑friendly experience for pet parents across the country.

Why Brighthush?

• Impactful Mission: Every day you’ll help bring joy back into families by reuniting pets with their loved ones.
• Inclusive Culture: We celebrate diversity, encourage authenticity, and foster an environment where you can be your whole self.
• Growth Opportunities: Brighthush offers a clear career ladder, mentorship programs, and cross‑functional projects that let you expand your skill set.
• Flexible Work: This role is remote, part‑time (30 hours per week), and requires availability on 1–2 weekend days, giving you the freedom to balance work and life.
• Competitive Compensation: While specific figures are not disclosed, Brighthush offers a market‑competitive salary, performance bonuses, and a comprehensive benefits package.

Role Overview

As a Customer Support Coordinator for Brighthush Love Lost, you will be the linchpin that keeps our platform running smoothly and our users supported. Your day‑to‑day responsibilities will involve monitoring user activity, responding to inquiries, flagging issues, and ensuring a safe, trustworthy experience for pet owners nationwide. You will collaborate closely with product, engineering, and community teams to resolve challenges and continuously improve the platform.

Key Responsibilities

• Daily Support Operations: Monitor incoming user messages and support tickets across multiple channels (email, chat, and social media). Respond promptly, provide clear guidance, and document all interactions in our CRM.
• Platform Health Monitoring: Keep a vigilant eye on platform metrics, flag data anomalies, review user accounts for compliance, and maintain a safe environment for all users.
• Issue Escalation & Tracking: Identify complex or sensitive issues, elevate them to the appropriate teams, and track resolution progress to ensure timely closure.
• Content & Asset Creation: Assist in developing FAQs, knowledge base articles, and user guides that support platform operations and enhance self‑service options.
• Weekly Coordination Meetings: Participate in cross‑functional stand‑ups with product and engineering to review open tickets, prioritize backlog items, and provide user‑centric insights.
• Data Quality Assurance: Validate user-submitted information, verify pet details, and ensure that all records meet our quality standards.
• Community Engagement: Foster positive relationships with pet owners, shelters, and volunteers by offering empathetic support and encouraging community participation.

Essential Qualifications

• High attention to detail – the ability to spot subtle inconsistencies and prevent potential issues.
• Excellent written communication skills – clear, professional, and empathetic tone in all interactions.
• Strong organizational skills – manage multiple queues and tasks independently while maintaining accuracy.
• Adherence to established processes – especially in sensitive or high‑stakes situations.
• Self‑directed and reliable – consistently meet deadlines and maintain high performance without heavy supervision.
• Passion for animals and their families – a genuine care that drives your commitment to service.
• Experience in animal welfare or a related field is a plus, but not required.

Preferred Qualifications

• Previous experience in customer support, community management, or a similar role within the pet or tech industry.
• Familiarity with CRM systems (e.g., Zendesk, Freshdesk) and data analysis tools.
• Basic understanding of pet identification technologies (microchips, RFID tags).
• Experience working in a remote, distributed team environment.

Required Skills & Competencies

• Empathy & Compassion – ability to connect with pet owners during stressful moments.
• Problem‑Solving – quickly diagnose issues and propose effective solutions.
• Communication – articulate complex information in a user‑friendly manner.
• Collaboration – work seamlessly with cross‑functional teams to drive outcomes.
• Adaptability – thrive in a fast‑moving environment with evolving priorities.
• Time Management – balance multiple responsibilities while meeting deadlines.

Career Growth & Learning Opportunities

At Brighthush, we believe in nurturing talent. As a Customer Support Coordinator, you will have access to:

• Mentorship programs with senior leaders in product, engineering, and community engagement.
• Cross‑training sessions that allow you to gain exposure to product development, data analytics, and marketing.
• Annual learning stipend for courses, certifications, or conferences related to customer experience, pet care, or technology.
• Clear career pathways to roles such as Customer Success Manager, Product Support Lead, or Community Operations Manager.

Work Environment & Culture

Brighthush champions a culture of inclusion, transparency, and continuous improvement. Our remote teams enjoy:

• Flexible scheduling that respects personal commitments and promotes work‑life balance.
• Regular virtual team‑building events, wellness check‑ins, and community service initiatives.
• Open communication channels where every voice is heard and valued.
• A commitment to sustainability, reflected in eco‑friendly office practices and responsible sourcing.

Compensation, Perks, and Benefits

While specific salary figures are tailored to experience and market conditions, Brighthush offers:

• Competitive hourly rate with performance‑based bonuses.
• Health, dental, and vision coverage for part‑time employees meeting eligibility criteria.
• Paid time off, including sick days and personal days, prorated for part‑time status.
• Employee discount program on Brighthush products and partner services.
• Access to wellness resources such as mental health support, fitness stipends, and pet‑friendly policies.

How to Apply

Ready to make a tangible difference in the lives of pets and their families? Submit your application through our career portal or click the link below to apply directly. We look forward to welcoming you to the Brighthush family.

Apply to Brighthush Love Lost Customer Support Coordinator

Equal Opportunity Statement

Brighthush is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other protected classification.