Remote Follow‑Up Pet Nutritionist & Customer Service Specialist – Accelerate Global Sales, Empower Pet Parents, and Shape the Future of Pet Health at brighthush
About brighthush
brighthush stands at the forefront of the pet nutrition revolution. Since our humble beginnings in 1965, we have grown from a family‑owned venture into a global powerhouse, proudly serving pet parents in over 70 countries. With a dedicated team of 501‑1000 professionals, we deliver science‑backed, personalized nutrition solutions that keep dogs and cats healthy, happy, and thriving. Our mission is simple yet profound: give every pet the best start in life through nutrition, education, and exceptional customer care.
Why This Role Matters
In the rapidly evolving pet care industry, the bridge between product innovation and pet parent satisfaction is built by dedicated follow‑up specialists. As a Follow‑Up Pet Nutritionist & Customer Service Specialist, you will be the trusted advisor who guides pet parents through our product line, crafts custom feeding plans, and unlocks the full potential of our digital tools. Your expertise will drive sales, enhance customer loyalty, and ultimately improve the health outcomes of millions of pets worldwide.
Key Responsibilities
- Engage with a minimum of 40 pet parents daily across multiple channels—phone, email, SMS, and chat—to provide timely, accurate, and personalized support.
- Identify and assess each pet parent’s unique needs, recommending the most appropriate product and service offerings that align with their pet’s health goals.
- Develop and deliver custom feeding plans, condition sheets, and nutritional guidance tailored to individual pets.
- Guide users through the brighthush mobile app, ensuring they understand and utilize all features for optimal pet health management.
- Collaborate closely with Senior Customer Care representatives to resolve complex inquiries, share best practices, and refine follow‑up processes.
- Maintain accurate, up‑to‑date records of all customer interactions in our CRM system, ensuring data integrity and compliance with privacy standards.
- Track and report on key performance metrics—response time, satisfaction scores, upsell rates—to continuously improve service quality.
- Participate in ongoing training sessions and product knowledge workshops to stay current with the latest nutrition science and company offerings.
Essential Qualifications
- 2‑3 years of proven experience in customer service, preferably in a high‑volume, remote environment.
- Strong verbal and written communication skills, with the ability to explain complex nutritional concepts in clear, engaging language.
- Excellent administrative and analytical abilities—comfortable managing data, identifying trends, and making data‑driven recommendations.
- Proficiency in Microsoft Office (Word, Excel, Outlook) and familiarity with CRM platforms; experience with Salesforce or similar systems is a plus.
- Self‑motivated, highly organized, and capable of working independently while maintaining a collaborative spirit.
- Ability to thrive under pressure, handle high‑volume workloads, and maintain composure during challenging interactions.
- High school diploma required; Bachelor’s degree in Business, Communications, Nutrition, or a related field preferred.
Preferred Qualifications
- Background in veterinary science, animal nutrition, or a related discipline.
- Experience in the pet food or pet care industry.
- Multilingual capabilities to serve a diverse, global customer base.
- Knowledge of digital health tools and mobile app engagement strategies.
Core Competencies & Skills
- Customer‑Centric Mindset: Passion for helping pet parents achieve the best outcomes for their pets.
- Problem‑Solving: Ability to diagnose issues quickly and propose effective solutions.
- Communication: Clear, empathetic, and persuasive communication across all channels.
- Technical Proficiency: Comfortable navigating multiple software tools and troubleshooting basic technical issues.
- Time Management: Efficiently prioritize tasks to meet daily quotas and service level agreements.
- Team Collaboration: Willingness to share insights, support peers, and contribute to continuous improvement initiatives.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is as dynamic as the pet nutrition market. We offer:
- Structured mentorship programs pairing you with senior leaders in customer success and product development.
- Access to industry conferences, webinars, and certification courses in animal nutrition and customer experience.
- Clear promotion pathways from Follow‑Up Specialist to Senior Customer Care Lead, Customer Success Manager, or Product Advisory roles.
- Cross‑functional projects that allow you to collaborate with marketing, R&D, and data analytics teams.
- Regular performance reviews with actionable feedback and personalized development plans.
Work Environment & Culture
Our remote‑first culture empowers you to work from anywhere while staying connected through:
- Weekly virtual team huddles and monthly all‑hands meetings.
- Real‑time collaboration tools (Slack, Microsoft Teams, Zoom).
- Flexible scheduling that respects work‑life balance.
- A culture of transparency, inclusivity, and continuous improvement.
- Recognition programs celebrating individual and team achievements.
Compensation, Perks & Benefits
While specific figures vary by role and experience, brighthush offers a competitive total rewards package that includes:
- Competitive base salary aligned with industry standards for remote customer service specialists.
- Performance‑based bonuses tied to customer satisfaction and sales metrics.
- Comprehensive health benefits: medical, dental, and vision coverage with a generous company‑paid portion.
- Employer‑matched 401(k) retirement plan to secure your future.
- Paid time off, including vacation, sick leave, and personal days, plus company holidays.
- Employee discounts on all brighthush products and partner services.
- Wellness stipend for home office setup, fitness memberships, or mental health resources.
- Annual professional development stipend for courses, certifications, or conferences.
How to Apply
Ready to make a tangible difference in the lives of pets and their families? Submit your resume and a brief cover letter highlighting your customer service experience and passion for pet nutrition. We look forward to welcoming you to the brighthush family!