Remote Customer Support Manager – Lead, Coach, and Innovate Frontline Support for Veterinary Clinics and Pet Parents at brighthush

About brighthush

brighthush is a trailblazing SaaS provider that empowers veterinary clinics and pet parents with cutting‑edge customer relationship management tools. Since our founding in 2013, we have grown to a vibrant team of 201‑500 professionals who live and breathe the pet‑care ecosystem. Our mission is simple yet profound: to make pet health management seamless, data‑driven, and deeply personalized for every animal and owner. With headquarters in West Hollywood, California, we operate on a global scale, but our heart remains in the United States, where we serve thousands of clinics and pet‑care professionals every day.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven culture that values empathy, innovation, and continuous improvement. We’re not just building software; we’re building healthier, happier pets and more efficient veterinary practices. As a remote‑first company, we give you the flexibility to work from anywhere in the USA while staying connected to a collaborative, high‑energy team that celebrates wins and learns from challenges together.

Key Responsibilities

• Lead, Coach, and Grow a Frontline Support Team – Inspire a group of dedicated support specialists who help veterinary clinics and pet parents navigate our platform. Foster a culture of ownership, confidence, and continuous learning.
• Onboard New Team Members – Design and execute a comprehensive onboarding program that equips new hires with the knowledge, tools, and mindset to deliver world‑class support.
• Run Daily Support Operations – Oversee all support channels (email, chat, phone, social media) to maintain healthy queues, swift response times, and high first‑contact resolution rates.
• Reimagine Support Workflows – Leverage automation, AI, and smarter routing to reduce manual effort, eliminate bottlenecks, and increase the percentage of issues resolved on the first interaction.
• Analyze Support Data & Customer Feedback – Dive deep into metrics, trend reports, and qualitative insights to uncover root causes, prioritize pain points, and recommend actionable improvements.
• Partner with Product & Cross‑Functional Teams – Translate customer insights into product enhancements, feature requests, and process changes that reduce repeat issues and elevate user satisfaction.
• Engage Directly with Customers – Build trust with veterinary clinics and pet parents by providing expert guidance, resolving escalations, and championing their success.
• Champion Change Management – Lead the rollout of new tools, processes, and AI initiatives, ensuring smooth adoption and measurable impact on support performance.

Essential Qualifications

• 5+ years of experience in customer support or customer experience roles, preferably in a B2B SaaS environment.
• 2+ years of people‑leadership experience managing a frontline support team, including onboarding, coaching, and performance management.
• Proven track record of improving support metrics such as CSAT, first‑contact resolution, and average response time.
• Hands‑on expertise with support platforms (e.g., Zendesk, Freshdesk, or similar), including workflow design, reporting, and automation.
• Strong analytical mindset with the ability to translate data into clear, actionable recommendations.
• Excellent communication skills, capable of engaging customers directly and influencing cross‑functional partners.
• Experience leading change initiatives—rolling out new processes, tools, or AI/automation solutions within a support organization.

Preferred Qualifications

• Experience in the veterinary or pet‑care industry, or a deep passion for animal health.
• Familiarity with AI‑driven support solutions (e.g., chatbots, predictive routing).
• Knowledge of compliance and data privacy regulations relevant to healthcare or pet‑care data.
• Background in data‑driven product management or customer success.

Skills & Competencies

• Leadership & Coaching – Ability to inspire, mentor, and develop high‑performing teams.
• Strategic Thinking – Visionary mindset to align support operations with broader business goals.
• Problem‑Solving – Strong analytical skills to diagnose issues and devise scalable solutions.
• Customer‑Centricity – Deep empathy for customers and a relentless focus on delivering delight.
• Collaboration – Comfortable working cross‑functionally with Product, Engineering, Marketing, and Sales.
• Adaptability – Thrive in a fast‑moving, remote environment with evolving priorities.
• Technical Proficiency – Comfortable with CRM, help‑desk, and analytics tools; quick to learn new platforms.

Career Growth & Learning

At brighthush, your professional development is a priority. As a Manager, you’ll have access to:

• Annual learning stipend of $250 to pursue courses, certifications, or conferences.
• Mentorship programs pairing you with senior leaders across the organization.
• Clear career pathways into senior product, customer success, or operations leadership roles.
• Regular feedback loops and performance reviews that focus on growth and impact.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere in the USA while staying connected through:

• Weekly all‑hands video calls to share updates and celebrate wins.
• Monthly virtual team‑building events (game nights, wellness workshops).
• Open‑door communication channels—Slack, Teams, and an internal knowledge base.
• Inclusive, diverse, and supportive environment that values every voice.

Compensation & Benefits

While specific salary ranges are tailored to experience and location, we offer a competitive package that includes:

• Competitive base salary commensurate with experience.
• Performance‑based bonuses tied to team metrics and company goals.
• Health, dental, and vision coverage for employees and dependents (80‑90% covered by employer).
• Employer HSA contribution with HDHP.
• 401(k) plan with up to 3.5% match.
• Dependent Care Flexible Spending Account (FSA).
• Basic Life and AD&D Insurance.
• Short‑ and Long‑Term Disability coverage.
• Flexible Time Off & 12 paid annual holidays.
• Paid parental leave and Pawternity Leave.
• Financial pet adoption support and subsidized pet insurance.
• Annual learning stipend of $250.

How to Apply

If you’re ready to lead a passionate support team, innovate workflows, and make a tangible impact on the pet‑care community, we’d love to hear from you. Click the link below to submit your application and join brighthush in shaping the future of veterinary practice management.