Senior Remote Customer Support Specialist – Dog Training & Client Success Champion – Driving Positive Reinforcement Outcomes for Pet Owners & Trainers Worldwide at brighthush

About brighthush

brighthush isn’t just a tech startup; it’s a global movement that is reshaping the pet industry by marrying advanced data science with a heartfelt commitment to animal well‑being. Since our founding in 2015, we have grown into a vibrant community of 201‑500 professionals who are dedicated to empowering dog owners, trainers, and veterinarians with tools that make training safer, smarter, and more enjoyable. Our flagship platform, brighthush Academy, delivers personalized training plans, real‑time progress tracking, and a supportive network that connects trainers with their clients in a seamless, intuitive experience. Every feature is built around the science of positive reinforcement, ensuring that both dogs and their owners thrive.

At brighthush, we believe that technology should serve the heart of the pet‑owner relationship. That means designing products that are not only feature‑rich but also emotionally resonant, intuitive, and grounded in proven behavioral science. Our mission is simple: help every dog owner and trainer feel confident, equipped, and supported on their journey to a happier, healthier dog.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re contributing to a movement that transforms how dogs learn and how owners feel confident in their training journey. Our remote‑first culture means you can work from anywhere in the United States while enjoying the same collaborative spirit and career opportunities as our on‑site teammates.

We value:

• Innovation: We constantly iterate on our products to meet the evolving needs of the pet community.
• Impact: Every interaction you have directly influences a dog’s life and a trainer’s success.
• Growth: We invest in your professional development through mentorship, training, and a clear career ladder.
• Diversity & Inclusion: We celebrate diverse perspectives and foster an environment where everyone can thrive.
• Community: We build a supportive ecosystem that connects dog owners, trainers, and industry experts worldwide.
• Work‑Life Balance: Flexible schedules, unlimited vacation, and a culture that respects personal time.

Role Overview

As a Senior Remote Customer Support Specialist, you will be the frontline advocate for our clients and trainers. You will blend deep product knowledge with a genuine passion for animal welfare to provide world‑class support that empowers users to achieve their training goals. Your day‑to‑day tasks will include:

Key Responsibilities

• Client & Trainer Assistance: Provide timely, accurate answers to questions about the brighthush Academy platform, training modules, and subscription services across phone, chat, and video.
• Issue Resolution: Diagnose and resolve technical or procedural issues, escalating complex cases to the appropriate internal teams while maintaining a professional, empathetic tone.
• Case Management: Document every interaction in our CRM, ensuring clear, concise case notes and follow‑up actions that uphold our high service standards.
• Information Coordination: Act as the liaison between clients, trainers, and cross‑functional teams (Product, Engineering, Marketing) to streamline communication and drive continuous improvement.
• Program Advocacy: Champion the brighthush Academy’s positive‑reinforcement methodology, reinforcing best practices and ensuring consistent delivery across all touchpoints.
• Process Improvement: Identify recurring pain points and collaborate with product and engineering to propose and implement solutions that enhance the user experience.
• Community Building: Participate in community forums, webinars, and social media initiatives to foster a supportive ecosystem for dog owners and trainers.
• Data Analysis: Review support metrics, identify trends, and provide actionable insights to the product and marketing teams.
• Mentorship: Coach and mentor junior support specialists, sharing best practices and fostering a culture of continuous learning.
• Quality Assurance: Review and refine support documentation, knowledge base articles, and training materials to ensure accuracy and clarity.

Essential Qualifications

• 3+ years of experience in customer support, client services, or a call center environment.
• Exceptional written and verbal communication skills, with the ability to translate complex concepts into clear, friendly language.
• Proficiency in managing multiple communication channels (phone, chat, video) simultaneously while maintaining high accuracy.
• Strong organizational and time‑management skills, capable of juggling a high volume of cases without compromising quality.
• Reliable high‑speed internet connection and a dedicated, professional remote workspace.
• Experience handling emotionally charged or complex customer situations with composure and empathy.
• Basic understanding of CRM systems and data entry practices.
• Proficiency with web and mobile application troubleshooting.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Background in dog behavior, positive‑reinforcement training, or a related field.
• Previous experience in pet services, veterinary, training, education, or membership‑support roles.
• Familiarity with CRM systems (e.g., brighthush) and basic data entry practices.
• Knowledge of the pet industry’s regulatory landscape and best practices for client engagement.
• Experience with remote collaboration tools (Zoom, Slack, Asana, etc.) and a proven track record of working effectively in a distributed team.
• Fluency in multiple languages is a plus, enabling us to serve a diverse client base.

Skills & Competencies

• Customer‑First Mindset: A genuine desire to help clients achieve their training goals.
• Problem‑Solving: Ability to analyze issues, think critically, and propose actionable solutions.
• Adaptability: Comfortable navigating new tools, processes, and evolving product features.
• Collaboration: Strong teamwork skills, with a knack for building relationships across departments.
• Attention to Detail: Precision in documentation and a commitment to data integrity.
• Resilience: Maintaining composure under pressure and turning challenging interactions into positive outcomes.
• Technical Proficiency: Comfortable with CRM platforms, knowledge bases, and basic troubleshooting of web and mobile applications.
• Communication: Clear, concise, and empathetic communication across written and verbal channels.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Support Specialist, you’ll have the chance to:

• Progress into a Senior Support or Team Lead role, overseeing a group of specialists and shaping support strategy.
• Transition into Product Support or Customer Success, leveraging your deep understanding of the platform to influence feature development.
• Participate in cross‑functional projects, gaining exposure to engineering, marketing, and data analytics.
• Access continuous learning resources, including webinars, certifications, and mentorship programs.
• Earn performance‑based bonuses and recognition awards that reflect your impact on customer satisfaction.
• Attend annual industry conferences and workshops to stay ahead of emerging trends in pet technology and positive‑reinforcement training.
• Take advantage of internal mobility programs that allow you to explore roles in Product Management, Marketing, or Data Science.

Work Environment & Company Culture

Our remote‑first approach means you’ll enjoy flexibility while staying connected to a vibrant community:

• Weekly virtual town halls and team‑building events to foster camaraderie.
• Open‑door communication channels with leadership, ensuring your voice is heard.
• Inclusive policies that celebrate diversity in all its forms.
• Regular feedback loops and performance reviews that focus on growth and development.
• A culture that values work‑life balance, encouraging you to recharge and stay energized.
• Access to a digital library of resources, including industry research, training videos, and wellness programs.

Compensation, Perks, and Benefits

While specific figures vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for senior remote support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) matching to help you plan for the future.
• Unlimited paid time off and flexible working hours.
• Professional development stipend and reimbursement for relevant certifications.
• Pet‑friendly benefits, including a pet insurance plan and discounts on pet products.
• Access to a wellness program that includes virtual fitness classes, mental health resources, and mindfulness sessions.

How to Apply

If you’re passionate about helping dogs and their owners succeed, and you thrive in a fast‑paced, collaborative, and mission‑driven environment, we’d love to hear from you. Please submit your resume and a brief cover letter outlining why you’re the perfect fit for this role.