Experienced Customer Care Representative – Remote, Multi‑Channel Support & Retention Specialist

About brighthush

brighthush is a trailblazing leader in the pet‑care industry, dedicated to extending the health, happiness, and longevity of animals worldwide. With a portfolio of premium nutrition, wellness, and lifestyle brands, we combine science, compassion, and innovation to create products that make a real difference in the lives of pets and their families. Our mission is simple: to help every pet live a longer, healthier life from the very first meal. As a global, remote‑first organization, we empower our teams to work from anywhere while fostering a culture of collaboration, continuous learning, and purpose‑driven impact.

Why Join brighthush?

At brighthush, you’ll be part of a passionate community that values curiosity, empathy, and excellence. We believe that great customer service is the cornerstone of brand loyalty, and we invest heavily in our people to ensure they have the tools, training, and support needed to thrive. Whether you’re a seasoned customer‑service professional or just starting your career, brighthush offers a dynamic environment where you can grow, innovate, and make a tangible difference.

Key Responsibilities

As a Customer Care Representative, you will be the frontline ambassador for brighthush, ensuring every customer interaction is positive, efficient, and memorable. Your day‑to‑day duties will include:

• Multi‑System Navigation: Seamlessly switch between CRM, ticketing, and order‑management platforms to resolve inquiries in real time.
• Root‑Cause Analysis: Investigate issues, clarify customer concerns, and identify underlying problems to provide accurate, lasting solutions.
• Complaint Resolution: Handle escalated complaints with empathy, offering tailored solutions that restore trust and satisfaction.
• Retention & Upsell: Engage customers who are considering cancellation, highlighting product benefits, exclusive deals, and loyalty incentives to retain their business.
• Data Integrity: Update and verify customer information, ensuring records are accurate and compliant with privacy standards.
• Documentation: Log every interaction, action taken, and outcome in the customer’s account for auditability and continuous improvement.
• Order Fulfillment Support: Assist with order requests, track shipments, and provide timely shipping updates to enhance the customer experience.
• Performance Metrics: Meet or exceed key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Feedback Loop: Relay product, trend, and service insights to product and marketing teams to drive iterative improvements.
• Policy Adherence: Follow established communication guidelines, ensuring consistency, professionalism, and brand alignment across all channels.

Essential Qualifications

• High School Diploma or GED (or equivalent).
• 1–2 years of experience in a customer‑service role, preferably in a contact‑center environment.
• Proficiency with Windows‑based applications, Google Workspace, and Microsoft Office Suite.
• Strong verbal and written communication skills in English.
• Ability to multitask, prioritize, and maintain composure under pressure.
• Basic troubleshooting skills and a customer‑centric mindset.

Preferred Qualifications

• At least one year of experience in a call‑center or contact‑center setting.
• Familiarity with call‑center software (e.g., Zendesk, Freshdesk, or similar).
• Experience with e‑commerce order management systems.
• Knowledge of pet‑care products or a passion for animal wellness.
• Experience in a remote work environment and self‑management of time zones.

Skills & Competencies

Success at brighthush requires a blend of technical, interpersonal, and analytical skills:

• Customer‑First Attitude: Empathy, active listening, and a genuine desire to help.
• Problem‑Solving: Analytical thinking to diagnose issues and propose effective solutions.
• Adaptability: Comfortable with evolving processes, new tools, and shifting priorities.
• Collaboration: Ability to work cross‑functionally with sales, product, and logistics teams.
• Data‑Driven: Comfortable interpreting metrics and using data to improve service quality.
• Time Management: Efficiently handle multiple tasks while maintaining high accuracy.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone to greater responsibilities. As a Customer Care Representative, you’ll have access to:

• Structured onboarding and continuous training modules covering product knowledge, customer‑service best practices, and industry trends.
• Mentorship programs pairing you with senior team members to accelerate skill development.
• Internal career pathways into roles such as Customer Success Manager, Product Support Lead, or Operations Analyst.
• Quarterly performance reviews with clear metrics for advancement and salary progression.
• Opportunities to contribute to cross‑functional projects, such as improving the customer‑journey map or developing knowledge‑base articles.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, innovation, and well‑being. Highlights include:

• Fully remote work model with flexible hours to accommodate global time zones.
• Regular virtual team‑building events, including game nights, wellness challenges, and “coffee with a leader” sessions.
• Inclusive environment that celebrates diversity, equity, and belonging.
• Commitment to sustainability: we actively reduce our carbon footprint and support pet‑related environmental initiatives.
• Open communication channels: from weekly town halls to anonymous feedback portals.

Compensation, Perks, and Benefits

We believe in rewarding excellence and supporting holistic well‑being. Our comprehensive package includes:

• Competitive Base Salary: Reflective of industry standards and your experience level.
• Annual Performance Bonus: Recognizing outstanding contributions.
• 401(k) Matching: Up to 3.5% of your contributions matched by brighthush.
• Health & Wellness: 100% coverage of medical, dental, and vision premiums for employee‑only plans.
• Paid Time Off: 6 paid sick days, 6 mental‑health days, and additional vacation days based on tenure.
• Employee Assistance Program (EAP): Confidential counseling and support services.
• Wellness Reimbursements: Partial reimbursement for personal cell phone and internet usage.
• Professional Development: Access to online courses, certifications, and conference sponsorships.
• Employee Stock Ownership Plan (ESOP): Opportunity to invest in brighthush’s growth.
• Charitable Giving: Matching donations and volunteer time to support global animal‑care charities.
• Quarterly KPI Bonuses: Additional earnings tied to team performance metrics.

How to Apply

Ready to join a team that values compassion, innovation, and growth? Click the link below to submit your application and start your journey with brighthush.

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Candidate Safety & Hiring Practices

brighthush prioritizes the safety and security of all applicants. All official communications will come from our verified company domain or through our internal Applicant Tracking System. We never request personal financial details or send checks to candidates. For more information on safe job‑search practices, visit our .

Equal Opportunity Employer

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.