Dedicated Customer Support Specialist – Dog Training & Service Animal Support – Remote, Full‑Time, Entry Level – Join brighthush

About brighthush

At brighthush, we’re redefining the way people connect with their canine companions. As a leading force in the pet education and service animal industry, brighthush blends cutting‑edge technology with a heartfelt mission: to empower dogs and their owners through expert training, compassionate support, and innovative solutions. Our portfolio spans from interactive dog‑training programs to life‑changing service animal services, all delivered through a unified, mission‑driven platform that places the well‑being of pets and people at the forefront.

Our culture is built on collaboration, continuous learning, and a deep respect for the bond between humans and animals. We celebrate diversity, encourage creative problem‑solving, and provide a flexible, remote work environment that lets our team thrive wherever they are. If you’re passionate about pets, eager to make a tangible impact, and ready to grow with a forward‑thinking company, brighthush is the place for you.

Why Join brighthush?

• Mission‑Driven Impact: Every interaction you have helps owners and dogs achieve better communication, confidence, and companionship.
• Remote Flexibility: Work from anywhere in the United States with a reliable high‑speed internet connection and a professional home office setup.
• Growth Opportunities: From entry‑level support to senior customer success roles, we provide clear career pathways and mentorship.
• Competitive Compensation: Earn a base salary of $31,200–$35,360 per year, with performance‑based bonuses and equity opportunities.
• Comprehensive Benefits: 401(k) matching, generous paid time off, health, dental, and vision coverage, and a robust retirement plan.

Role Overview

As a Customer Support Specialist at brighthush, you will be the frontline advocate for our diverse community of dog owners, trainers, and service animal partners. Your primary mission is to deliver exceptional, timely assistance across multiple channels—phone, chat, and video—while navigating our suite of internal systems to resolve inquiries, troubleshoot issues, and ensure a seamless user experience.

Key Responsibilities

• Provide high‑quality, empathetic support to customers via phone, chat, and video calls, ensuring every interaction reflects brighthush’s brand values.
• Assist trainers and service animal coordinators in accessing training modules, scheduling sessions, and managing client records.
• Diagnose and resolve technical and non‑technical issues related to our web platform, mobile apps, and third‑party integrations.
• Document all customer interactions in our CRM, maintaining accurate, up‑to‑date records for future reference.
• Collaborate with cross‑functional teams—Product, Engineering, Marketing—to relay customer feedback and help shape product improvements.
• Participate in regular training sessions, webinars, and knowledge‑sharing workshops to stay current on product updates and industry trends.
• Maintain a professional remote workspace, ensuring a quiet, distraction‑free environment and reliable high‑speed internet connectivity.
• Adhere to company policies, quality standards, and compliance requirements, including data privacy and security protocols.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree in Communications, Business, or a related field is a plus.
• Minimum of 1 year of customer support, client services, or call center experience, preferably in a tech‑driven environment.
• Proven ability to communicate professionally and empathetically across multiple channels.
• Strong problem‑solving skills with a methodical, data‑driven approach to troubleshooting.
• Experience navigating multiple systems and databases; familiarity with CRM platforms (e.g., Zendesk, Salesforce) is advantageous.
• Reliable high‑speed internet connection and a dedicated, quiet workspace suitable for video calls.
• Fluent in English, both written and spoken.

Preferred Qualifications

• Experience in the pet industry, dog training, or service animal services.
• Knowledge of TestGorilla or similar assessment tools.
• Basic understanding of web analytics and customer journey mapping.
• Previous remote work experience with a proven track record of self‑management and accountability.
• Multilingual abilities (Spanish, French, or other languages) are a plus.

Skills & Competencies

• Communication: Clear, concise, and compassionate communication across phone, chat, and video.
• Technical Proficiency: Comfortable with web browsers, mobile apps, and basic troubleshooting of software and hardware issues.
• Customer‑Centric Mindset: Passion for helping customers achieve their goals and a genuine love for dogs.
• Adaptability: Ability to handle a fast‑paced environment, shifting priorities, and evolving product features.
• Team Collaboration: Strong interpersonal skills to work effectively with cross‑functional teams.
• Time Management: Efficiently manage multiple support tickets while maintaining high quality.

Tools & Technologies

• CRM: Zendesk, Freshdesk, or similar ticketing systems.
• Communication: Zoom, Microsoft Teams, or Webex for video calls; Slack for internal collaboration.
• Product Suite: brighthush web platform, mobile applications, and partner integrations.
• Assessment: TestGorilla for skill evaluations.
• Analytics: Google Analytics, Mixpanel, or equivalent for customer behavior insights.

Career Growth & Learning

At brighthush, we believe that learning is a lifelong journey. As a Customer Support Specialist, you’ll have access to:

• Structured onboarding and continuous training modules covering product knowledge, soft skills, and industry best practices.
• Mentorship programs pairing you with senior team members across Customer Success, Product, and Engineering.
• Quarterly hackathons and innovation challenges to apply creative solutions to real‑world problems.
• Opportunities to transition into roles such as Customer Success Manager, Product Support Lead, or even Product Management.
• Annual conferences and workshops featuring leading experts in pet care, technology, and customer experience.

Work Environment & Culture

Our remote-first culture is anchored in trust, transparency, and collaboration. You’ll enjoy:

• Flexible work hours that accommodate your personal schedule while ensuring coverage across key time zones.
• Regular virtual team‑building events, including game nights, wellness sessions, and pet‑friendly meetups.
• A culture of recognition—monthly shout‑outs, peer‑to‑peer kudos, and a transparent performance review process.
• Access to a digital library of resources, including podcasts, e‑books, and webinars on pet care, tech trends, and personal development.
• Open communication channels with leadership, ensuring your voice is heard and your ideas can shape the future of brighthush.

Compensation & Benefits

• Base Salary: $31,200–$35,360 per year, commensurate with experience and performance.
• Performance Bonuses: Quarterly incentives tied to customer satisfaction metrics and team goals.
• 401(k) Matching: Up to 4% of your salary matched by brighthush.
• Health & Wellness: Comprehensive medical, dental, and vision plans, including telehealth services.
• Paid Time Off: Generous PTO policy—10 days per year plus paid holidays and sick leave.
• Retirement Plan: 401(k) with company match and financial planning resources.
• Professional Development: Reimbursement for relevant certifications, courses, and conferences.
• Pet‑Friendly Perks: Pet insurance discounts, pet‑friendly office days (when working onsite), and a pet‑care stipend.

How to Apply

Ready to join a team that’s passionate about dogs, dedicated to customer excellence, and committed to innovation? Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Customer Support Specialist role at brighthush. We’re excited to hear how your skills and experiences align with our mission.

Closing

At brighthush, every call, chat, and video session is an opportunity to make a difference in the lives of dogs and their families. If you’re a compassionate, tech‑savvy communicator who thrives in a dynamic, remote environment, we invite you to bring your expertise to our growing team. Together, we’ll continue to elevate the standard of pet care and customer support—one conversation at a time.