Remote Certified Veterinary Technician & Customer Service Specialist – Compassionate Pet Care, Innovative Solutions, and Growth Opportunities at brighthush

About brighthush

brighthush is a global pioneer operating at the intersection of veterinary science, cutting‑edge technology, and heartfelt animal care. From bustling veterinary clinics and leading pet‑product manufacturers to next‑generation digital health platforms, brighthush is reshaping how pet owners and veterinary professionals connect, diagnose, and treat. Our mission is simple yet profound: to make veterinary care more accessible, efficient, and humane by blending innovative technology with an unwavering commitment to empathy and service excellence. Every team member at brighthush plays a vital role in delivering that promise.

Why brighthush Is the Ideal Place to Grow Your Career

Choosing brighthush means joining a purpose‑driven organization that celebrates curiosity, creativity, and a deep love for animal welfare. We offer a fully remote work model that empowers you to design a work‑life balance that fits your personal rhythm while staying connected to a collaborative, supportive community. Whether you are an experienced customer‑service professional or a licensed veterinary technician eager to expand your impact, brighthush provides the tools, training, mentorship, and career pathways you need to thrive and advance.

Role Overview

As a Remote Certified Veterinary Technician & Customer Service Specialist you will serve as the primary point of contact for pet owners, veterinary professionals, and strategic partners. Your mission is to translate complex veterinary information into clear, actionable guidance, ensuring every interaction reflects brighthush’s standards of excellence, empathy, and technical accuracy. You will partner with product, sales, and technical support teams to resolve inquiries, identify upsell opportunities, and capture feedback that fuels continuous product improvement.

Key Responsibilities

• Respond promptly to inbound customer inquiries via phone, live chat, and email, delivering accurate, compassionate, and solution‑focused support.
• Utilize your veterinary expertise to troubleshoot product usage, interpret laboratory results, and advise on best practices for pet health and wellness.
• Document every interaction meticulously in our CRM system, ensuring data integrity for auditing, reporting, and quality‑assurance initiatives.
• Escalate complex or unresolved cases to specialist teams while maintaining a calm, professional demeanor and keeping the customer informed.
• Identify and act on upsell opportunities for brighthush’s suite of products and service packages, contributing directly to revenue growth.
• Participate in ongoing training sessions to stay current on product updates, regulatory changes, and emerging best practices in veterinary customer service.
• Collaborate with the Quality Assurance team to provide feedback on recurring issues and suggest process enhancements.
• Adhere strictly to confidentiality protocols and data‑protection regulations (HIPAA, GDPR) when handling sensitive customer information.
• Maintain a high first‑call resolution rate by applying critical thinking, problem‑solving, and effective communication skills.
• Foster a positive, inclusive team culture by sharing insights, celebrating successes, and supporting peers in a remote environment.
• Guide new customers through onboarding, product setup, and best‑practice usage to ensure a smooth launch experience.
• Deliver live product demonstrations and training sessions for veterinary staff and pet owners, both virtually and through recorded content.
• Track and report on key performance metrics such as average response time, resolution rate, and customer satisfaction scores.
• Partner with the product development team to document common user pain points and contribute to roadmap prioritization.
• Support the sales organization by preparing technical documentation, responding to RFPs, and providing expert input during proposal development.
• Participate in cross‑functional meetings to align on product roadmaps, customer feedback loops, and strategic initiatives.
• Maintain and regularly update the internal knowledge base, ensuring that information remains accurate, comprehensive, and easily searchable.
• Assist in creating case studies and success stories that showcase the impact of brighthush solutions for marketing and sales collateral.
• Engage in community outreach initiatives, such as virtual pet‑health webinars, educational workshops, and partnerships with local animal shelters.

Essential Qualifications

• High School Diploma or equivalent (College degree preferred).
• Minimum of 6 months of customer‑service experience, ideally within a veterinary or medical setting.
• Active state license as a Veterinary Technician.
• Typing speed of at least 25 words per minute with high accuracy.
• Proficiency with Windows‑based desktop systems and standard office productivity software.
• Exceptional verbal and written communication skills, with a strong emphasis on active listening and empathy.
• Demonstrated ability to manage multiple tasks under pressure while maintaining focus and precision.
• Experience with CRM platforms and call‑tracking tools is a plus.
• Comfortable working remotely with a dedicated, quiet workspace and reliable internet connection.
• Familiarity with veterinary practice management software (e.g., VetInfo, eVetPractice) is highly desirable.
• Knowledge of zoonotic disease protocols and infection‑control best practices.
• Basic understanding of data‑privacy regulations such as HIPAA and GDPR.

Preferred Qualifications

• Prior experience in veterinary sales, technical support, or product implementation.
• Proficiency with remote collaboration tools such as Slack, Microsoft Teams, or Zoom.
• Fluency in multiple languages to serve a diverse, global customer base.
• Background in data analysis, quality‑improvement initiatives, or process optimization.
• Experience supporting beta releases, product testing, and early‑adopter programs.
• Certification in customer‑experience management, such as CCXP or similar credentials.

Core Competencies

• Customer‑Centric Mindset – Prioritize the customer’s needs, delivering solutions that exceed expectations.
• Analytical Thinking – Quickly assess complex problems, identify root causes, and propose effective resolutions.
• Adaptability – Thrive in a fast‑moving environment, embracing new products, policies, and customer demands.
• Collaboration – Work seamlessly with cross‑functional teams to resolve issues and share insights.
• Integrity – Handle confidential information with the utmost discretion and professionalism.
• Continuous Learning – Pursue training opportunities and stay updated on industry trends and best practices.
• Technical Proficiency – Navigate multiple software platforms confidently and troubleshoot technical issues.
• Problem‑Solving – Apply critical thinking to resolve customer challenges efficiently.
• Communication Excellence – Convey complex information clearly and empathetically across all channels.
• Time Management – Prioritize tasks effectively in a high‑volume, remote setting.

Career Growth & Development

brighthush is committed to nurturing talent and providing clear pathways for advancement. As you excel in the Customer Service Specialist role, you may progress to:

• Senior Customer Support Specialist – Lead complex case resolution, mentor junior staff, and influence support strategy.
• Customer Success Manager – Partner with key accounts to ensure long‑term satisfaction, product adoption, and renewal.
• Product Support Lead – Oversee support for a specific product line, drive enhancements, and act as the voice of the customer.
• Veterinary Services Manager – Manage a team of veterinary technicians, coordinate service delivery, and shape service standards.
• Director of Customer Experience – Define the overall customer journey, set strategic goals, and champion a culture of excellence.

In addition to internal promotions, brighthush offers:

• Access to industry conferences, webinars, and trade shows.
• Funding for professional certifications and continuing education.
• Internal leadership workshops and a robust mentorship program.
• Opportunities to contribute to product development, marketing, and strategic initiatives.

Work Environment & Culture

brighthush embraces a remote‑first culture that values flexibility, autonomy, and work‑life harmony. Our team members enjoy:

• Home‑office stipends to create a productive, ergonomic workspace.
• Regular virtual team‑building events, including game nights, wellness challenges, and knowledge‑sharing sessions.
• A transparent communication framework that encourages open dialogue, feedback, and idea sharing.
• Inclusive policies that celebrate diversity, equity, and belonging.
• Access to a digital library of veterinary journals, industry research, and soft‑skill training modules.
• Community outreach programs that enable employees to volunteer at local shelters, clinics, and animal‑rescue organizations.
• Annual company retreats and quarterly virtual town halls to foster connection and alignment.
• Recognition programs that celebrate milestones, innovation, and outstanding contributions.

Compensation & Benefits

While exact figures vary based on experience and location, brighthush offers a competitive total‑reward package that includes:

• Base salary aligned with industry standards for veterinary‑tech and customer‑service roles.
• Performance‑based bonuses tied to first‑call resolution, customer‑satisfaction scores, and upsell targets.
• Comprehensive health benefits: medical, dental, vision, and a 401(k) plan with company match.
• Generous paid time off (PTO), holidays, and flexible scheduling to accommodate personal commitments.
• Health and wellness programs, including virtual fitness classes, mental‑health resources, and an employee assistance program.
• Paid training, certification reimbursement, and an annual professional‑development stipend for courses, conferences, or certifications.
• Technology stipend for home‑office upgrades and equipment.
• Employee recognition awards, spot bonuses, and celebration of work anniversaries.

Remote Work Requirements

To ensure a seamless customer experience and maintain security standards, we require:

• Minimum internet download speed of 30 Mbps and upload speed of 15 Mbps.
• Stable connection with ping under 50 ms and no packet loss.
• Ability to provide a speed‑test report upon request.
• Dedicated, quiet workspace free from distractions and background noise.
• Compliance with all company security protocols, including VPN usage and secure device management.
• Availability during core business hours (UTC‑5 to UTC‑3) to support global teams and customers.

How to Apply

If you are ready to combine your veterinary expertise with a passion for exceptional customer service, we invite you to apply today. Click the link below to submit your application, attach your resume, and share a brief cover letter highlighting why you are the perfect fit for brighthush.

Apply to brighthush Now

Join brighthush – Where Your Skills Meet Purpose

At brighthush, we believe every interaction can make a meaningful difference in the lives of pets and their owners. If you are a licensed veterinary technician with a knack for problem‑solving, a commitment to compassionate service, and a desire to grow within a forward‑thinking organization, we want to hear from you. Apply now and help shape the future of veterinary care—one conversation at a time.