Senior Customer Experience Omnichannel Specialist – Global Support & Technical Troubleshooting at brighthush

About brighthush

At brighthush, we’re on a mission to transform the way people and their pets connect. By blending cutting‑edge technology with a deep love for animals, we create intelligent products that simplify everyday life and celebrate the quiet brilliance of companionship. Our flagship devices—brighthush’s smart litter and feeding systems—are already redefining pet care, and we’re building an entire ecosystem that expands what’s possible for pets and their owners worldwide. If you’re passionate about innovation, customer delight, and making a tangible difference in people’s lives, brighthush is the place to bring your expertise.

Role Overview

The Customer Experience Omnichannel Specialist is a pivotal member of our CX Center of Excellence. Working remotely from any of the eligible U.S. states, you’ll deliver top‑notch support across phone, chat, and email, ensuring every brighthush customer feels heard, understood, and empowered. This role demands flexibility, reliability, and a proactive mindset—most shifts include evenings and weekends to match our global customer base.

Key Responsibilities

• Deliver Exceptional Service: Provide best‑in‑class assistance to customers, offering clear solutions, product information, and troubleshooting guidance across all support channels.
• Manage High‑Volume Interactions: Handle inbound calls, chats, and emails while meeting or exceeding key performance indicators such as response time, resolution rate, and customer satisfaction scores.
• Technical Support Specialist: Diagnose and resolve issues related to brighthush’s smart litter and feeding systems, as well as our mobile app—covering onboarding, connectivity, and feature usage.
• Feedback Loop: Capture customer insights, identify recurring pain points, and collaborate with marketing, engineering, and product teams to drive continuous improvement.
• Team Collaboration: Participate in weekly team meetings, share best practices, and contribute to the development of innovative support solutions that reflect real‑world usage scenarios.
• Data Accuracy: Enter and update customer information, order details, and support tickets with precision, ensuring data integrity across our CRM and knowledge base.
• Additional Duties: Take on ad‑hoc responsibilities as needed, such as beta testing new features, creating support documentation, or assisting with special projects.

Essential Qualifications

• High School Diploma or equivalent.
• Minimum of 3 years of customer service experience, preferably in a technical or product‑centric environment.
• Fluency in Spanish (both spoken and written) to support our diverse customer base.
• Strong verbal, written, and interpersonal communication skills.
• Proficiency with data entry, order entry, and CRM systems.
• Ability to multitask, prioritize, and maintain focus in a fast‑paced setting.
• Team player with a positive, upbeat attitude.
• Advanced computer skills, including spreadsheets, word processing, and knowledge of Google Suite.
• Commitment to confidentiality and professional conduct.
• High initiative, self‑motivation, and the ability to inspire others.
• Flexibility to work outside regular hours, including evenings, weekends, and occasional overtime.

Preferred (Nice to Have) Qualifications

• 2+ years of help‑desk or technical support experience.
• Experience with Salesforce and/or Magento platforms.
• Prior exposure to pet‑care products or a genuine passion for animals.
• Experience in a remote or distributed team environment.

Skills & Competencies

• Customer‑Centric Mindset: Empathy, active listening, and a genuine desire to solve problems.
• Technical Aptitude: Quick learning of new software, hardware, and troubleshooting procedures.
• Analytical Thinking: Ability to diagnose root causes and propose actionable solutions.
• Communication Excellence: Clear, concise, and friendly communication across multiple channels.
• Collaboration & Influence: Work effectively with cross‑functional teams to drive product improvements.
• Adaptability: Thrive in a dynamic environment with evolving processes and priorities.

Career Growth & Learning Opportunities

At brighthush, we believe in empowering our people to chart their own career path. As an Omnichannel Specialist, you’ll have access to:

• Structured learning tracks in customer success, technical support, and product management.
• Mentorship from senior CX leaders and product engineers.
• Opportunities to lead special projects, such as beta testing new features or creating knowledge‑base content.
• Clear advancement pathways to roles such as Senior Support Specialist, CX Team Lead, or Product Support Manager.
• Regular feedback sessions and performance reviews that focus on growth and skill development.

Work Environment & Company Culture

brighthush is a remote‑first organization that values flexibility, collaboration, and a sense of community. Our culture is built on:

• Human‑First Hiring: We prioritize people over technology, ensuring a supportive and inclusive interview process.
• Empathy & Openness: Every team member is encouraged to share ideas, challenge assumptions, and contribute to a culture of continuous improvement.
• Innovation & Autonomy: You’ll have the freedom to experiment, propose solutions, and take ownership of your work.
• Global Community: Connect with colleagues across time zones, share pet stories, and celebrate milestones together.

Compensation & Benefits

We offer a competitive hourly rate of $21.00, with clear pathways for future career advancement. In addition, you’ll enjoy a comprehensive benefits package that includes:

• Premium medical, dental, and vision insurance.
• Paid parental leave and a “pawternity” day for new pet adoptions.
• Pet insurance discounts and access to brighthush products and swag.
• 401(k) plan with company match.
• Flexible spending accounts for health and dependent care.
• Company‑paid short‑term disability and life insurance.
• Employee Assistance Program (EAP) for mental health support.
• Generous paid time off and 14 paid holidays.
• On‑site gym access (for those who work near our headquarters) and Peloton subscription.
• Ongoing education and professional development support.
• Referral program with attractive incentives.

How to Apply

Ready to join a tenacious, inventive team that empowers you to shape the future of pet care? Click the link below to submit your application and start your journey with brighthush.

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Closing Statement

At brighthush, we believe that every customer interaction is an opportunity to create lasting value and build trust. If you’re driven by curiosity, thrive in a fast‑paced environment, and want to make a real difference in people’s lives, we want to hear from you. Join us, and together we’ll continue to innovate, inspire, and elevate the pet‑care experience worldwide.