Senior Customer Service Training Architect & Onboarding Lead – Driving Global High‑Volume Support Excellence, Continuous Learning Innovation, and Customer Experience Transformation at brighthush
About brighthush
brighthush is more than a pet‑care brand; it’s a worldwide movement that redefines how pet parents connect with their companions. With a presence in over 30 countries and a digital footprint that spans e‑commerce, mobile apps, community forums, and a vibrant social media ecosystem, brighthush delivers a seamless, personalized experience that keeps pets healthy, happy, and thriving. Our mission is simple yet powerful: to help pets thrive by providing the best products, services, and support possible.
At brighthush, we believe that the heart of our success lies in our people. We invest heavily in learning, growth, and innovation, ensuring that every team member has the tools, resources, and encouragement to reach their full potential. Whether you’re a seasoned professional or just starting your career, brighthush offers a dynamic, inclusive, and rewarding environment where your ideas matter and your impact is felt.
Why This Role Matters
Customer service is the frontline of our brand promise. The first interaction a pet parent has with a brighthush representative can shape their entire journey. As the Senior Customer Service Training Architect & Onboarding Lead, you will be the mastermind behind that experience, designing the learning pathways that empower our high‑volume support teams to deliver world‑class service. Your work will ripple across the organization, influencing product development, workforce planning, and brand perception.
In a market where pet owners demand instant, accurate, and empathetic support, the quality of our training directly translates into customer satisfaction, loyalty, and revenue growth. By elevating the skill set of every customer service representative, you help brighthush maintain its reputation as the most trusted partner for pet care worldwide.
What You’ll Do
In this role, you will serve as the cornerstone of our onboarding journey, shaping the first 3‑4 weeks of every new Customer Service Representative (CSR). You will lead virtual and in‑person training sessions, coach performance, and collaborate with cross‑functional partners to continuously refine the learning experience. Your influence will extend beyond new hires, as you provide ongoing coaching to seasoned team members and spearhead special projects that elevate the entire customer service function.
Key Responsibilities
- Design & Deliver Training Programs: Create engaging, adult‑learning‑focused curricula that cover customer service fundamentals, tool navigation, policy & procedure mastery, and product knowledge. Deliver virtual classroom sessions using best practices in facilitation and technology.
- Performance Coaching & Feedback: Conduct real‑time coaching, provide constructive feedback, and identify performance gaps. Use data‑driven insights to tailor individualized development plans.
- Quality Assurance & Calibration: Review and score customer interactions using quality control guidelines. Calibrate with peers to ensure consistent grading across the team, leveraging speech‑to‑text analytics and sentiment analysis.
- Data‑Driven Decision Making: Analyze training metrics, call quality scores, and learner progress to recommend improvements. Translate findings into actionable strategies that accelerate readiness for production.
- Classroom & Program Management: Manage daily training logistics, assign learning specialists, oversee e‑learning completion, and maintain accurate training records.
- Issue Escalation & Corrective Action: Guide learners through de‑escalation techniques, recommend corrective actions, and collaborate with the Training Manager and HR on performance‑related decisions.
- Special Projects & Continuous Improvement: Lead initiatives that enhance learning content, evaluate QA data for improvement opportunities, and provide feedback to product teams on tool enhancements.
- Stakeholder Collaboration: Build strong relationships with Workforce Management, Operations, IT, HR, and Learning & Development to align training with business objectives.
- Culture Champion: Embody brighthush’s operating principles and culture in every interaction, fostering an inclusive, supportive, and high‑performance environment.
Essential Qualifications
- Minimum 120 days of experience as a Coach, Team Lead, or 2+ years in new‑hire and ongoing training programs.
- Consistently meet or exceed performance and quality metrics over the past 30 days.
- No corrective actions within the last 90 days.
- Strong facilitation skills for both onsite and virtual environments.
- Excellent written, verbal, and listening communication abilities.
- Proficiency with brighthush systems, web‑based applications, and learning technology platforms.
- Advanced skills in the brighthush Office Suite (Word, Excel, PowerPoint, Outlook).
- Flexibility to adjust schedules and travel as needed.
- Licensing required for pharmacy programs (if applicable).
Preferred Qualifications
- Bachelor’s degree in Education, Business, Communications, or related field.
- Prior training experience in high‑volume, customer‑service‑oriented industries.
- Experience with learning technology platforms (e.g., LMS, virtual classroom tools).
- Advanced virtual facilitation skills and familiarity with adult learning theory.
- Demonstrated ability to translate business needs into actionable training solutions.
Skills & Competencies
- Strategic Thinking: Ability to align training initiatives with business goals.
- Analytical Acumen: Proficiency in interpreting data to drive continuous improvement.
- Leadership: Inspire and motivate learners and peers alike.
- Collaboration: Work effectively across departments and levels.
- Adaptability: Thrive in a fast‑paced, evolving environment.
- Customer‑Centric Mindset: Deep empathy for both customers and team members.
- Technology Savvy: Comfortable navigating multiple digital tools and platforms.
Career Growth & Learning Opportunities
At brighthush, your professional journey is supported by a robust learning ecosystem. You will have access to:
- Structured mentorship programs with senior leaders.
- Regular skill‑building workshops covering leadership, data analytics, and advanced customer service techniques.
- Opportunities to lead cross‑functional projects that influence company‑wide initiatives.
- Clear career pathways from Training Specialist to Training Manager, Learning & Development Lead, or broader HR roles.
- Funding for external certifications (e.g., Certified Professional in Learning and Performance).
Work Environment & Culture
brighthush fosters a culture of inclusion, curiosity, and ownership. We celebrate diverse perspectives and encourage every employee to bring their authentic self to work. Our environment is characterized by:
- Collaborative teamwork across remote and in‑office settings.
- Transparent communication and open feedback loops.
- Recognition programs that celebrate both individual and team achievements.
- Flexibility in work arrangements to support work‑life balance.
- Commitment to continuous learning and innovation.
Compensation & Benefits
While specific figures vary by role and location, brighthush offers a competitive compensation package that includes:
- Base salary commensurate with experience and market standards.
- Performance‑based bonuses and incentive programs.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off, holidays, and flexible vacation policies.
- Employee assistance programs and wellness resources.
- Professional development budget and tuition reimbursement.
- Employee discounts on brighthush products and services.
Equal Opportunity Statement
brighthush is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, genetic information, veteran status, or any other legally protected characteristic. If you require accommodations during the application process or to perform job duties, please contact our Accessibility Team at [email protected].
How to Apply
Ready to shape the future of customer service at brighthush? Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. We look forward to welcoming you to our team of passionate, pet‑loving professionals who are committed to making a difference every day.