Seasoned Remote Customer Support Specialist – High‑Volume Call Center, Pacific Time – 2+ Years Experience – Champion Pet Care Innovation at brighthush – Join Our Mission‑Driven Team

Welcome to brighthush – Where Compassion Meets Innovation

At brighthush, we’re more than a pet‑care insurance provider; we’re a movement that redefines how pet owners experience veterinary care across North America. By fusing cutting‑edge technology with heartfelt customer service, we empower families to protect the health and happiness of their cats and dogs. Our mission is simple yet powerful: make veterinary care affordable, accessible, and stress‑free for every pet owner.

Founded on the belief that pets deserve the best, brighthush has grown into a leader in the pet‑care insurance arena. Our culture thrives on collaboration, continuous learning, and an unwavering commitment to the well‑being of both our customers and our people. We invest heavily in technology, training, and employee well‑being, ensuring that every team member can thrive both professionally and personally.

Why brighthush Stands Out in a Crowded Market

In an industry where the focus is often on policy details and paperwork, brighthush places the human (and animal) experience at the center of everything we do. We combine data‑driven insights with a genuine passion for pets to create a seamless, transparent, and supportive journey for every customer. This unique blend of empathy and innovation sets us apart and fuels our rapid growth.

Our remote‑first approach means you can work from anywhere while staying connected to a vibrant, mission‑driven team. We celebrate diversity, encourage innovation, and reward excellence. If you are passionate about delivering exceptional customer experiences and want to make a tangible difference in the lives of pet owners, brighthush is the place for you.

Role Overview

As a Customer Support Specialist at brighthush, you will be the frontline ambassador for our brand. You will handle high‑volume inbound calls, resolve inquiries, de‑escalate challenging situations, and document every conversation with precision in our CRM system. Your role is pivotal in maintaining the trust and satisfaction that set brighthush apart in the pet‑care insurance market. Working Pacific Time hours from the comfort of your home, you will play a key part in delivering the exceptional service that our customers expect.

What You’ll Do

Deliver Outstanding Customer Service

• Handle Inquiries: Respond promptly to a wide range of customer questions via phone, chat, and email, providing accurate information about policies, coverage, claims, and billing.
• De‑Escalate Situations: Apply advanced communication techniques to calm frustrated customers, turning potentially negative experiences into positive outcomes.
• Document Interactions: Record detailed notes in our CRM, ensuring every call is logged with relevant context, follow‑up actions, and resolution status.
• Collaborate Across Teams: Work closely with Claims, Billing, and Product teams to resolve complex issues and provide feedback on product improvements.
• Adhere to Quality Standards: Meet or exceed key performance indicators such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Participate in Continuous Improvement: Share insights and suggestions that help refine processes, scripts, and training materials.
• Maintain Product Knowledge: Stay up‑to‑date on the latest policy updates, new features, and industry trends to provide accurate and timely assistance.
• Support Peak Periods: Flexibly cover weekend and occasional evening shifts to meet customer demand during high‑traffic times.

Be a Champion of Our Mission

Beyond routine support, you will act as a brand advocate, embodying brighthush’s values of compassion, transparency, and innovation. Your interactions will shape how customers perceive our commitment to their pet’s health and well‑being.

Key Performance Indicators

To ensure we consistently deliver world‑class service, we track the following metrics:

• Average Handle Time (AHT) – ≤ 4 minutes
• First‑Contact Resolution (FCR) – ≥ 85%
• Customer Satisfaction Score (CSAT) – ≥ 90%
• Net Promoter Score (NPS) – ≥ 70
• Quality Assurance (QA) Score – ≥ 95%

Essential Qualifications

• Minimum of 2 years in a high‑volume call center or customer service environment.
• Proven ability to communicate clearly, empathically, and professionally in English.
• Experience with CRM platforms (e.g., Salesforce, Zendesk, or similar).
• Reliable, high‑speed wired internet connection and a quiet workspace.
• Flexibility to work weekends and occasional evenings to cover peak periods.
• Legal authorization to work in the United States without sponsorship.
• Strong problem‑solving skills and a customer‑first mindset.
• Basic understanding of data privacy regulations (HIPAA, GDPR).

Preferred Qualifications

• Background in the pet‑care or insurance industry.
• Experience with call‑center metrics and quality assurance programs.
• Multilingual abilities (Spanish, French, or other languages).
• Familiarity with data privacy regulations (HIPAA, GDPR).
• Previous remote work experience with a proven track record of self‑management.

Skills & Competencies

• Communication: Clear, concise, and empathetic verbal and written communication.
• De‑Escalation: Ability to remain calm under pressure and transform tense conversations into constructive dialogues.
• Technical Proficiency: Comfortable navigating multiple software tools, including CRM, knowledge bases, and internal communication platforms.
• Time Management: Efficiently juggle multiple tasks while maintaining high quality.
• Team Collaboration: Willingness to share knowledge and support teammates.
• Adaptability: Quick to learn new processes, policies, and product updates.
• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Support Specialist, you will have access to a wealth of development resources:

• Structured onboarding and continuous training programs covering product knowledge, soft skills, and industry trends.
• Mentorship from senior support leaders and cross‑functional experts.
• Clear career pathways to roles such as Senior Support Specialist, Team Lead, Customer Success Manager, or Product Analyst.
• Regular performance reviews with actionable feedback and personalized development plans.
• Opportunities to contribute to process improvements, product enhancements, and customer‑experience initiatives.
• Access to industry conferences, webinars, and certification programs.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, innovation, and inclusivity. Our remote workforce enjoys:

• Flexible scheduling that respects work‑life balance.
• Regular virtual town halls, team‑building events, and wellness check‑ins.
• A collaborative platform that encourages idea sharing and cross‑department collaboration.
• Recognition programs that celebrate achievements, milestones, and customer success stories.
• Inclusive hiring practices and a commitment to diversity and belonging.

Compensation & Benefits

We offer a competitive salary range of $43,680 per year, commensurate with experience and performance. In addition, you will receive:

• Generous paid time off (PTO) and holiday schedule.
• Health, dental, and vision insurance plans for you and your dependents.
• 401(k) retirement plan with company match.
• Employee assistance program (EAP) and mental‑health resources.
• Continuing education stipend and access to industry conferences.
• Pet‑friendly perks, including pet insurance discounts and a pet‑care stipend.
• Monthly wellness stipend for home office upgrades.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced environment, and want to be part of a mission‑driven team that cares for pets and their owners, we’d love to hear from you. Submit your application through our careers portal and include a cover letter that highlights your relevant experience and why you’re excited about the opportunity at brighthush.

Join brighthush Today

Become a vital part of a company that is redefining pet‑care insurance. Your expertise will help thousands of pet owners navigate their journeys with confidence and peace of mind. Apply now and start making a difference—one call at a time.