Senior Customer Experience Specialist – Remote, Pet Care & E‑Commerce Excellence at brighthush

About brighthush

brighthush is Australia's leading online pet retailer, redefining how pet parents discover, choose, and receive everything their furry, feathered, or scaly companions need. Since our founding in 2011, we have grown from a single idea into a vibrant community of over 700 dedicated “brighthushers” across Australia, New Zealand, and the Philippines. Our mission is simple: empower pet families with expert advice, personalized experiences, and seamless convenience, all delivered through cutting‑edge technology and a deep understanding of the pet‑parent journey.

In a pet‑care market worth more than $15 billion, expectations are higher than ever. Modern pet parents demand instant support, tailored recommendations, and a level of reliability that only a truly customer‑centric organization can provide. At brighthush, we are building the future of pet care by combining data‑driven insights, innovative solutions, and a culture that celebrates curiosity, collaboration, and compassion.

Why This Role Matters

As the frontline ambassadors of brighthush, our Customer Specialists are the heartbeat of the brand. They guide pet families from the moment a new pet is welcomed into their home, through every purchase, and beyond. Your expertise will shape the customer experience, build lasting loyalty, and help us continuously improve our processes and products.

Key Responsibilities

• Deliver world‑class service in a high‑volume, complex contact‑centre environment. You will primarily handle phone inquiries, with additional support via live chat and email.
• Resolve customer queries efficiently—from delivery status updates to product recommendations—while delighting each pet parent and turning interactions into advocacy.
• Build genuine relationships with every customer, establishing trust that transforms a single conversation into a long‑term partnership.
• Own the customer journey—from the first contact to final resolution—ensuring the best outcome for both the customer and brighthush.
• Apply root‑cause analysis to recurring issues, uncovering underlying problems and sharing actionable insights with cross‑functional teams.
• Champion continuous improvement by proactively identifying and proposing enhancements to processes, tools, and knowledge bases.
• Add a personalized, human touch to every interaction, tailoring service to each pet parent’s unique needs and their pet’s personality.
• Meet and exceed KPIs—balancing productivity targets with customer satisfaction metrics such as CSat, NPS, Customer Lifetime Value, and Retention Rates.
• Embrace feedback and coaching—actively seeking growth opportunities and contributing to a culture of continuous improvement.
• Collaborate with a passionate, pet‑loving team—sharing ideas, celebrating successes, and driving results together.

Essential Qualifications

• Minimum of 2 years of professional experience in a fast‑paced, results‑driven environment—contact centre, customer service, or a role with transferable skills.
• Proficiency with online systems and web technologies, including CRM platforms, ticketing systems, and order‑management software.
• Strong communication skills—both verbal and written—paired with a genuine passion for pets and pet care.
• Demonstrated ability to handle high‑volume inquiries while maintaining accuracy and empathy.
• Experience with data‑driven decision making and a curiosity to explore new tools and processes.
• Self‑motivated, adaptable, and comfortable working in a dynamic, evolving environment.

Preferred Qualifications

• Experience in the pet‑care or e‑commerce industry.
• Knowledge of pet nutrition, health, and behavior.
• Familiarity with performance metrics such as CSat, NPS, and customer lifetime value.
• Previous exposure to continuous improvement initiatives or process‑optimization projects.
• Multilingual abilities—especially in languages spoken by our diverse customer base.

What We Offer

Career Growth & Learning

At brighthush, we believe in investing in our people. You’ll have access to:

• Lunch & learn sessions featuring industry experts.
• Secondments across different departments to broaden your skill set.
• Unlimited learning courses via Go1, covering everything from customer experience to leadership.
• Mentorship programs that pair you with senior leaders.

Work Environment & Culture

Our Sydney office sits atop Wynyard Station, offering a pet‑friendly, collaborative space. While we value in‑person collaboration, we also support flexible working arrangements to accommodate your lifestyle. Our culture is built on:

• Better together—teamwork that drives innovation.
• Humble hearts, hungry minds—continuous learning and growth.
• Pets matter—every decision considers the well‑being of pets and their families.
• Curiosity—always asking “why” and exploring new possibilities.
• Inclusivity—everyone and their pets are welcome.

Compensation & Perks

• Competitive salary commensurate with experience.
• Performance‑based bonuses tied to customer satisfaction and retention metrics.
• Up to 50 % employee discount on all brighthush products.
• Product sample giveaways to keep your pet happy.
• Paid parental leave (pawrental leave) and flexible maternity/paternity options.
• Volunteer days to support causes you care about.
• Corporate fitness partnership for health and wellness.
• Comprehensive health, dental, and vision plans.
• Annual wellness stipend and mental health resources.

Working Arrangements

As a remote‑first role, you’ll need a reliable home office setup:

• Desk, laptop (with second screen), headphones/headset, phone, and high‑speed internet.
• Antivirus and malware protection installed on your device.
• Full‑time, permanent position (38 hours per week), Monday‑Friday.
• Rotational roster covering 6:45 am to 7:30 pm to support our nationwide customer base.

How to Apply

If you’re passionate about pets, thrive in a fast‑paced environment, and want to make a tangible impact on the lives of pet families, we’d love to hear from you. Click the link below to submit your application and join the brighthush family.

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Join Us

At brighthush, we’re more than a retailer—we’re a community of pet lovers dedicated to elevating the pet‑care experience. Your expertise will help us continue to innovate, delight, and support pet families across the region. If you’re ready to own your role, bring fresh ideas, and grow alongside a passionate team, apply today and help shape the future of pet care.