Senior Bilingual Customer Experience Omnichannel Specialist – Spanish Support Lead – Driving Innovation & Exceptional Service in the Fast‑Growing Pet Technology Industry at brighthush

About brighthush

At brighthush, we’re not just building smart devices – we’re redefining how pet owners connect, care, and celebrate the bond with their furry companions. Our mission is to fuse cutting‑edge technology with a deep‑rooted passion for animal well‑being, delivering intelligent, intuitive solutions that simplify everyday routines and amplify the joy of pet ownership. From self‑cleaning litter boxes that whisper “clean” to automated feeders that remember your cat’s favorite meal, our flagship products are already setting industry standards. And we’re just getting started – our vision is to create a seamless ecosystem that will shape the next decade of pet care.

Our culture is built on purpose, empathy, and a relentless pursuit of innovation. Every team member is empowered to shape product direction and customer experience, ensuring we stay ahead of the curve in a market that’s growing faster than ever.

Why brighthush?

When you join brighthush, you become part of a tenacious, inventive team that values autonomy, collaboration, and continuous learning. We ground our decisions in purpose, foster empathy, and welcome fresh perspectives. Whether you’re troubleshooting a device, crafting a support script, or shaping the next generation of pet tech, you’ll be at the heart of an industry that’s expanding at an unprecedented pace.

Role Overview

Senior Bilingual Customer Experience Omnichannel Specialist – Spanish Support Lead is the frontline ambassador for brighthush’s global customer base. Your primary mission is to deliver world‑class support across phone, chat, and email, ensuring every Spanish‑speaking customer feels heard, understood, and empowered. This fully remote position demands flexibility, reliability, and the ability to thrive in a fast‑paced, dynamic environment.

Key Responsibilities

• Deliver best‑in‑class customer service, solutions, and product information to inbound and outbound customers via phone, chat, and email.
• Manage inbound calls and customer communications while consistently meeting or exceeding key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Specialize in troubleshooting brighthush devices, including our flagship smart litter and feeder systems, and provide clear, step‑by‑step guidance.
• Offer technical support for the brighthush mobile app, covering onboarding, connectivity issues, and feature usage.
• Collect and relay customer feedback to internal teams, identifying trending issues and opportunities for product improvement.
• Collaborate with marketing and engineering on beta testing, product development, and feature rollouts.
• Participate in weekly team meetings, contributing insights and best practices.
• Maintain a professional, upbeat atmosphere in a high‑volume environment, handling interruptions with composure.
• Perform additional responsibilities as needed to support team goals and customer satisfaction.

Essential Qualifications

• High School Diploma or equivalent.
• Fluent Spanish communication skills (both spoken and written) to support our diverse customer base.
• Minimum of 3 years of customer service experience, preferably in a technical or product‑centric role.
• Strong verbal, written, and interpersonal communication skills.
• Proficiency in data entry and order processing.
• Exceptional multitasking and prioritization abilities.
• Team‑player mindset with a positive, upbeat attitude.
• Advanced computer skills, including spreadsheets, word processing, and document management.
• Commitment to confidentiality of proprietary information.
• High initiative, self‑motivation, and the ability to inspire others.
• Flexibility to work evenings, weekends, and occasional overtime.

Preferred (Nice to Have) Qualifications

• Additional 2+ years of help‑desk or customer service experience.
• Experience with brighthush devices and software.
• Pet ownership is not required, but a genuine love for animals is highly valued.

Skills & Competencies

• Customer‑centric mindset with a passion for problem‑solving.
• Strong analytical skills to diagnose and resolve technical issues efficiently.
• Adaptability to rapidly changing priorities and new product releases.
• Excellent time‑management and organizational skills.
• Proficiency in CRM systems and ticketing platforms.
• Ability to translate complex technical information into clear, customer‑friendly language.
• Resilience under pressure and a commitment to continuous improvement.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as our products. Starting as an Omnichannel Specialist, you’ll have the opportunity to:

• Advance to Senior Support Specialist or Team Lead roles.
• Transition into product management, quality assurance, or engineering support.
• Participate in cross‑functional projects that shape the future of pet tech.
• Access ongoing training, certifications, and mentorship programs.
• Attend industry conferences, webinars, and internal knowledge‑sharing sessions.

Work Environment & Company Culture

Our remote work model empowers you to balance professional growth with personal life. You’ll collaborate with a global team of passionate individuals who value:

• Transparency and open communication.
• Innovation and experimentation.
• Work‑life harmony and mental well‑being.
• Inclusivity and respect for diverse perspectives.

We celebrate successes with team shout‑outs, virtual happy hours, and quarterly recognition events. Your voice matters, and we actively seek your input on product enhancements and workplace improvements.

Compensation & Benefits

We offer a competitive hourly rate, with clear pathways for advancement and performance‑based increases. In addition to base pay, you’ll enjoy:

• Premium medical, dental, and vision insurance.
• Paid parental leave and a “pawternity” day for new pet adoption.
• Employee assistance program (EAP) for mental health support.
• 401(k) match and flexible spending accounts.
• Company‑paid short‑term disability and life insurance.
• Generous paid time off and 14 paid holidays.
• Top‑of‑the‑line equipment for a productive home office.
• Access to brighthush products and swag.
• Continuing education support and tuition reimbursement.
• Referral program with competitive bonuses.

How to Apply

Ready to join a team that’s redefining pet care? Click the link below to submit your application and start your journey with brighthush.

Apply Now

Closing Statement

At brighthush, we’re building more than products—we’re building a community of pet lovers who want to make every day easier and more joyful for their companions. If you’re passionate about delivering exceptional customer experiences, thrive in a fast‑paced environment, and love Spanish‑speaking customers, we want to hear from you. Join us and help shape the future of pet technology.