Seasoned Remote Customer Support Specialist – Dog Training & Pet Services, Client & Trainer Liaison – Champion Compassionate ESA Support at brighthush

About brighthush

brighthush is a trailblazing leader in the emotional support animal (ESA) ecosystem, dedicated to connecting people with the transformative power of ESA dogs. Since our founding in 2015, we have grown from a small startup to a vibrant, fully distributed team of 51‑200 professionals, all working remotely across the United States. Our mission is simple yet profound: to provide seamless, compassionate support for clients and trainers who rely on dogs to enhance their well‑being, travel, and housing experiences. With a robust online presence, cutting‑edge technology, and an unwavering commitment to innovation, brighthush has become a trusted name in the pet services industry.

As a remote‑first organization, we celebrate diversity, flexibility, and a culture of collaboration. Team members enjoy the freedom to work from anywhere in the U.S., while staying connected through state‑of‑the‑art communication tools and a supportive virtual environment. We believe that a positive workplace culture fuels creativity, drives performance, and ultimately delivers the best experience for our clients and their beloved animals.

Why Join brighthush?

• Impactful Work: Every call, chat, or video session you handle directly supports clients in navigating the complexities of emotional support animal travel and housing. Your work helps people feel secure, confident, and cared for.
• Remote Flexibility: Work from the comfort of your home, with a full‑time schedule that respects your personal life and professional growth.
• Collaborative Culture: Join a team that values open communication, continuous learning, and mutual support. Your voice will be heard, and your ideas will shape the future of our services.
• Growth Opportunities: At brighthush, we invest in your career. From advanced training in customer experience to leadership development programs, you’ll have the resources to elevate your career trajectory.
• Competitive Compensation & Benefits: While specific figures vary by role and experience, we offer a competitive salary, performance bonuses, health and wellness benefits, and a generous paid time‑off policy.

Key Responsibilities

As a Customer Support Specialist at brighthush, you will be the frontline advocate for both clients and trainers. Your day‑to‑day tasks will include:

• Providing timely, professional assistance via phone, chat, and video platforms to clients seeking guidance on ESA documentation, travel logistics, and housing accommodations.
• Collaborating with trainers to answer technical questions, troubleshoot issues, and ensure that training programs align with client expectations and regulatory requirements.
• Maintaining accurate, up‑to‑date records of all customer interactions in our CRM system, ensuring that every client’s journey is documented for future reference.
• Resolving complex inquiries and complaints with empathy, patience, and a solutions‑oriented mindset, escalating issues to senior staff when necessary.
• Actively contributing to the development of knowledge base articles, FAQs, and training materials to improve self‑service options for clients.
• Participating in regular team meetings, training sessions, and cross‑functional projects to continuously enhance the customer experience.
• Monitoring and reporting on key performance metrics such as response time, resolution rate, and customer satisfaction scores.
• Staying current on industry regulations, best practices, and emerging trends in the ESA and pet services space.
• Collaborating with the product and compliance teams to provide feedback on system enhancements and policy updates.
• Assisting in onboarding new team members by sharing knowledge, best practices, and company culture.

Essential Qualifications

• Experience: Minimum of 2 years in a customer support or call center environment, preferably within the pet services, travel, or healthcare sectors.
• Communication: Exceptional verbal and written communication skills in English, with the ability to convey complex information clearly and compassionately.
• Technical Proficiency: Comfortable navigating multiple software platforms, including CRM systems, ticketing tools, and video conferencing applications.
• Problem‑Solving: Strong analytical skills, with a proven track record of diagnosing issues and implementing effective solutions.
• Empathy & Patience: A genuine passion for animals and a commitment to providing supportive, client‑centric service.
• Availability: Willingness to work flexible hours, including evenings and weekends, to accommodate clients across different time zones.
• Organizational Skills: Ability to manage multiple tasks simultaneously while maintaining a high level of accuracy and attention to detail.
• Team Player: Demonstrated ability to collaborate with cross‑functional teams and contribute to a positive, inclusive work environment.

Preferred Qualifications

• Basic knowledge of dog training principles or experience working with emotional support animals.
• Prior experience in a remote support role, demonstrating self‑motivation and strong time‑management skills.
• Familiarity with the regulatory landscape surrounding emotional support animals, including travel and housing guidelines.
• Multilingual abilities, especially in Spanish or other widely spoken languages in the U.S. market.
• Experience with data analytics tools or reporting dashboards.
• Background in customer success or account management.

Core Skills & Competencies

• Customer‑Centric Mindset: A dedication to exceeding client expectations and turning challenges into opportunities.
• Adaptability: Ability to thrive in a fast‑moving, technology‑driven environment.
• Collaboration: Strong teamwork skills, with a willingness to share knowledge and support colleagues.
• Attention to Detail: Precision in data entry, documentation, and compliance adherence.
• Resilience: Capacity to handle high‑volume periods and emotionally charged interactions with composure.
• Tech Savvy: Comfortable learning new tools and platforms quickly.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Problem‑Solving: Ability to analyze situations, identify root causes, and propose actionable solutions.
• Time Management: Efficiently prioritizing tasks to meet deadlines and service level agreements.
• Continuous Learning: Eagerness to stay updated on industry trends and best practices.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Customer Support Specialist, you will have access to:

• Structured onboarding and continuous training modules covering customer experience best practices, industry regulations, and product knowledge.
• Mentorship programs pairing you with senior team members who can guide your career path.
• Cross‑functional projects that expose you to other departments such as Marketing, Product Development, and Compliance.
• Annual performance reviews that identify growth areas and set clear, achievable goals.
• Opportunities to transition into specialized roles such as Trainer Support Lead, Customer Experience Manager, or Product Specialist.
• Access to industry conferences, webinars, and certifications at no cost to you.
• Regular feedback loops and coaching sessions to refine your skills and accelerate your growth.
• Leadership development workshops for those aspiring to move into managerial positions.

Work Environment & Company Culture

brighthush thrives on a culture that values:

• Transparency: Open communication channels, regular town‑hall meetings, and an inclusive decision‑making process.
• Well‑Being: Wellness programs, mental health resources, and a supportive work‑life balance.
• Innovation: Encouragement to experiment, propose new ideas, and implement creative solutions.
• Diversity & Inclusion: A commitment to building a workforce that reflects the communities we serve.
• Community Impact: Opportunities to volunteer, partner with local shelters, and contribute to animal welfare initiatives.

Compensation, Perks, and Benefits

While specific figures are tailored to experience and role, brighthush offers a competitive salary package that includes:

• Base salary with performance‑based bonuses.
• Health, dental, and vision insurance options.
• 401(k) retirement plan with company match.
• Paid time off, including vacation, sick leave, and personal days.
• Flexible work hours and the ability to work from any U.S. location.
• Employee discount on pet products and services.
• Regular virtual team‑building events and quarterly company retreats.
• Access to a digital learning platform with courses on customer service, leadership, and industry knowledge.
• Wellness stipend for home office setup, fitness memberships, or mental health support.

How to Apply

If you are passionate about delivering exceptional customer service, love animals, and thrive in a remote, collaborative environment, we would love to hear from you. Join brighthush and help us make a difference in the lives of countless clients and their emotional support animals.

Ready to take the next step? Click the link below to submit your application and become part of our mission‑driven team.