Remote Veterinary Technician & Customer Success Onboarding Specialist – 15‑20 Hours/Week – Champion Veterinary Practice Management & Client Experience at brighthush
About brighthush
brighthush is a trailblazing, cloud‑based platform that is redefining how veterinary practices connect with their clients. By turning real‑time feedback into actionable insights, we empower veterinary hospitals to amplify their online reputation with ease. Our seamless integrations with the most popular practice management systems eliminate administrative friction, allowing veterinary teams to focus on what they do best: caring for animals.
Our mission is simple yet powerful: help veterinary clinics turn every client interaction into a positive, memorable experience that drives loyalty, referrals, and a thriving online presence. We do this by offering a user‑friendly feedback collection tool, automated review generation, and a unique “thank‑you” donation feature that supports local pet charities. The result? Clinics see a 10‑ to 20‑fold increase in positive reviews, deeper insights into operational strengths and gaps, and a stronger bond with their community.
As a remote‑first company, brighthush values flexibility, innovation, and a collaborative spirit. Our team is spread across the globe, united by a shared passion for veterinary excellence and technology that makes a difference.
Why Join brighthush?
- Impactful Work: Your support will directly influence how veterinary clinics engage with their clients and grow their reputations.
- Flexible Schedule: 15‑20 hours per week, with the freedom to choose your own hours—including weekends—so you can balance work with life.
- Remote‑First Culture: Work from anywhere, with a supportive team that values autonomy and results.
- Growth Opportunities: As a key member of our customer success team, you’ll gain exposure to product development, client strategy, and industry trends.
- Competitive Compensation: Hourly pay commensurate with experience, plus performance bonuses and a comprehensive benefits package for full‑time employees.
- Learning & Development: Access to veterinary industry webinars, tech training, and mentorship from senior leaders.
- Diversity & Inclusion: We celebrate diverse perspectives and foster an inclusive environment where every voice matters.
Key Responsibilities
As a Remote Veterinary Technician – Customer Support & Onboarding Specialist, you will be the first point of contact for new and existing veterinary clinic partners. Your role blends technical support, training, and relationship building to ensure a smooth adoption of the brighthush platform.
- Onboard new veterinary clinic clients by guiding them through account setup, integration with their practice management system, and best‑practice usage of the feedback collection tool.
- Provide timely, high‑quality support via email, chat, and phone, resolving technical issues and answering product‑related questions.
- Document common support queries and create or update knowledge‑base articles, FAQs, and training materials.
- Collaborate with the Product and Engineering teams to report bugs, suggest feature improvements, and prioritize customer‑requested enhancements.
- Track and analyze support metrics (response time, resolution rate, customer satisfaction scores) to identify trends and opportunities for improvement.
- Conduct periodic check‑ins with clients to gather feedback on platform usage, uncover potential upsell opportunities, and ensure continued satisfaction.
- Assist in the creation of case studies, testimonials, and success stories that showcase the value of brighthush to the veterinary community.
- Stay current on veterinary industry trends, client experience best practices, and emerging technologies that could benefit our platform.
- Participate in cross‑functional meetings to share client insights, influence product roadmap decisions, and contribute to marketing collateral.
- Maintain a high level of professionalism and empathy when interacting with veterinary staff, ensuring a positive brand experience.
Essential Qualifications
- Minimum of 2 years of experience in a veterinary technician role, with a strong understanding of veterinary clinic workflows and client interactions.
- Proven experience in customer support, technical troubleshooting, or onboarding within a SaaS environment.
- Excellent written and verbal communication skills in English; additional languages are a plus.
- Strong problem‑solving abilities, with a methodical approach to diagnosing and resolving issues.
- Comfortable using remote collaboration tools (Zoom, Slack, Intercom, etc.) and a willingness to learn new software quickly.
- Self‑motivated, organized, and able to manage multiple priorities in a fast‑paced, remote setting.
- Passion for veterinary medicine and a genuine desire to help clinics deliver exceptional client experiences.
Preferred Qualifications
- Experience with veterinary practice management systems (e.g., any popular system or similar).
- Background in customer success, technical support, or training roles within the SaaS industry.
- Familiarity with client feedback tools, review generation platforms, or reputation management solutions.
- Knowledge of data privacy regulations (HIPAA, GDPR) as they apply to veterinary data.
- Previous experience working remotely or in a distributed team environment.
Skills & Competencies
- Technical Proficiency: Ability to navigate and troubleshoot web‑based applications, APIs, and integration workflows.
- Customer‑Centric Mindset: Empathy, active listening, and a commitment to exceeding client expectations.
- Analytical Thinking: Ability to interpret support metrics, identify patterns, and recommend actionable improvements.
- Communication: Clear, concise, and professional communication across written and verbal channels.
- Collaboration: Comfortable working cross‑functionally with product, engineering, sales, and marketing teams.
- Adaptability: Thrives in a dynamic environment, quickly adjusting to new priorities and evolving product features.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Remote Veterinary Technician, you’ll have the chance to:
- Transition into a Customer Success Manager role, overseeing larger client accounts and driving adoption strategies.
- Move into Product Management or User Experience, shaping the next generation of features based on real‑world client feedback.
- Take on a Training & Enablement Lead position, creating onboarding programs for new hires and partners.
- Participate in industry conferences, veterinary tech summits, and community outreach events to broaden your professional network.
- Earn certifications in veterinary technology, SaaS support, or customer success to enhance your skill set.
- Receive mentorship from senior leaders who are passionate about veterinary care and technology innovation.
Work Environment & Company Culture
Our remote‑first culture is built on trust, transparency, and continuous improvement. You’ll join a diverse team of passionate professionals who value:
- Autonomy: You’re trusted to manage your own schedule and deliver results.
- Collaboration: Regular virtual team meetings, brainstorming sessions, and open channels for feedback.
- Innovation: A culture that encourages experimentation, learning from failures, and celebrating successes.
- Community Impact: Our donation model supports local pet charities, and we actively participate in volunteer events and pet‑related causes.
- Work‑Life Balance: Flexible hours, generous paid time off, and a focus on mental and physical well‑being.
- Global Connectivity: Opportunities to connect with colleagues across time zones, fostering a rich exchange of ideas and cultures.
Compensation & Benefits
While the role is part‑time, we offer competitive hourly rates that reflect your experience and expertise. For full‑time employees, we provide:
- Health, dental, and vision insurance.
- Retirement savings plan with company match.
- Paid time off, holidays, and sick leave.
- Professional development stipend for courses, certifications, and conferences.
- Employee referral bonuses and performance incentives.
- Access to a global network of veterinary professionals and industry experts.
- Remote work stipend to support home office setup and technology needs.
How to Apply
Ready to make a tangible difference in the veterinary community while enjoying the flexibility of remote work? Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Remote Veterinary Technician role at brighthush. We look forward to hearing how your experience and passion align with our mission to elevate veterinary client experiences.