Senior Remote Pet Nutritionist & Customer Success Specialist – Driving Sales, Empowering Dog & Cat Parents, Shaping the Future of Pet Health at brighthush

Introduction

Welcome to brighthush, a trailblazer in the pet‑care industry that blends science, technology, and compassion to deliver nutrition solutions that truly matter. Since our humble beginnings in a family kitchen in 1965, we have grown into a global leader, serving millions of pet parents with evidence‑based diets that keep dogs and cats healthy, happy, and thriving. Our team of 501‑1000 passionate professionals is united by a single mission: every pet deserves the healthiest, most balanced diet possible.

At brighthush, we believe that the future of pet health is built on data, empathy, and continuous innovation. Our remote work model empowers you to balance professional excellence with personal well‑being, while our culture of collaboration, lifelong learning, and sustainability keeps us at the forefront of the industry. If you are a customer‑centric, data‑driven professional who loves helping pet parents make informed decisions, we invite you to join our mission as a Senior Remote Pet Nutritionist & Customer Success Specialist.

Key Responsibilities

Customer Engagement & Support

• Connect with at least 40 pet parents daily via phone, email, SMS, and live chat, delivering personalized nutrition guidance and product recommendations.
• Assess each customer’s unique needs, health goals, and feeding challenges to recommend the most suitable brighthush products and services.
• Respond to inquiries with speed, accuracy, and empathy, ensuring a high level of customer satisfaction and retention.
• Document all interactions in our CRM, maintaining a clear audit trail and ensuring data integrity.
• Follow up on pending cases, ensuring closure and customer delight.

Product & Nutrition Management

• Develop and send custom feeding plans tailored to individual pets, incorporating breed, age, weight, and health conditions.
• Create condition sheets and educational resources that help pet parents understand specific dietary requirements.
• Encourage adoption of the brighthush mobile app, guiding users through setup, usage, and troubleshooting.
• Collaborate with the product team to refine recipes, packaging, and labeling based on customer feedback.
• Stay current on the latest research in veterinary nutrition and translate findings into actionable advice for customers.

Sales Enablement & Upselling

• Identify upsell and cross‑sell opportunities during customer interactions, promoting complementary products such as supplements, treats, and specialty diets.
• Track and report on sales metrics, including conversion rates, average order value, and customer lifetime value.
• Collaborate with the marketing team to develop targeted email campaigns and promotional offers.
• Participate in quarterly sales strategy meetings to share insights and refine tactics.

Collaboration & Continuous Improvement

• Partner with Senior Customer Care representatives to handle escalated cases, ensuring seamless resolution and customer delight.
• Contribute insights from customer interactions to product development and marketing teams, helping shape future offerings.
• Participate in regular training sessions and knowledge‑sharing workshops to stay current on industry trends and brighthush innovations.
• Lead or co‑lead cross‑functional projects that improve customer experience, such as the redesign of the FAQ section or the launch of a new loyalty program.

Data Analysis & Reporting

• Analyze customer data to identify trends, pain points, and opportunities for improvement.
• Prepare monthly reports on key performance indicators (KPIs) for the Customer Experience and Sales teams.
• Use data visualization tools to present findings to senior leadership.

Training & Mentorship

• Mentor new hires and junior team members, sharing best practices and product knowledge.
• Develop training materials and onboarding guides for new customer service tools.
• Conduct virtual workshops on nutrition topics for both internal teams and external customers.

Essential Qualifications

• 2‑3 years of proven experience in a high‑volume customer service environment, preferably within the pet care, health, or nutrition sector.
• Strong verbal and written communication skills, with the ability to explain complex nutritional concepts in clear, engaging language.
• Proficiency in Microsoft Word and Excel, along with experience using CRM platforms and customer support tools.
• Excellent administrative and analytical abilities, enabling accurate data entry, reporting, and trend analysis.
• Demonstrated resilience and composure under pressure, managing a fast‑paced workload while maintaining a positive attitude.
• Self‑motivated, with a proven track record of working independently and proactively identifying opportunities for improvement.
• Bachelor’s degree in Nutrition, Veterinary Science, Business, or a related field is preferred but not mandatory.

Preferred Qualifications

• Background in pet nutrition or veterinary support, with a deep understanding of canine and feline dietary needs.
• Experience with mobile app support and onboarding, helping users navigate features and troubleshoot issues.
• Knowledge of industry regulations, safety standards, and labeling requirements for pet food products.
• Multilingual capabilities, particularly in languages spoken by our diverse customer base.
• Previous experience in a remote or hybrid work setting, demonstrating strong time‑management and communication skills.
• Certifications in pet nutrition, veterinary assistance, or customer experience management.

Skills & Competencies

• Customer‑First Mindset: Passion for helping pet parents achieve the best outcomes for their pets.
• Problem‑Solving: Ability to diagnose issues quickly and recommend effective solutions.
• Data‑Driven Decision Making: Comfortable analyzing customer data to identify trends and opportunities.
• Team Collaboration: Skilled at working cross‑functionally with sales, product, and marketing teams.
• Adaptability: Thrives in a fast‑changing environment, embracing new tools and processes.
• Tech Savvy: Comfortable with CRM systems, help‑desk software, and mobile app ecosystems.
• Communication Excellence: Articulate, empathetic, and persuasive in both written and verbal interactions.
• Time Management: Prioritizes tasks effectively in a remote setting, meeting deadlines consistently.
• Continuous Learning: Eager to stay updated on industry developments and pursue professional growth.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering continuous growth. As a Senior Remote Pet Nutritionist & Customer Success Specialist, you’ll have the chance to:

• Advance into senior customer care or product specialist roles, leveraging your expertise to shape brand strategy.
• Participate in specialized training programs, including advanced nutrition courses, veterinary collaboration workshops, and leadership development.
• Engage in cross‑departmental projects that influence product innovation, marketing campaigns, and global expansion.
• Earn certifications in pet nutrition or customer experience management, supported by our learning budget.
• Take on mentorship roles, guiding new hires and shaping the next generation of customer experience leaders.
• Attend annual conferences and industry events, representing brighthush and building a professional network.

Work Environment & Company Culture

Our remote work model empowers you to balance professional excellence with personal well‑being. You’ll enjoy:

• Flexible scheduling that respects your life outside of work.
• A collaborative, inclusive culture that values diverse perspectives and encourages open dialogue.
• Regular virtual team gatherings, hackathons, and wellness initiatives that keep the community vibrant.
• A commitment to sustainability and ethical sourcing, reflected in every product we offer.
• Access to a digital library of resources, including webinars, podcasts, and industry reports.
• Opportunities to contribute to corporate social responsibility initiatives, such as pet adoption drives and nutrition education programs.

Compensation & Benefits

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

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to customer satisfaction metrics and sales targets.
• Comprehensive health benefits: 90% coverage of medical, dental, and vision plans for employees.
• 401(k) retirement plan with employer matching to help secure your future.
• Generous paid time off, including holidays, vacation, and personal days.
• Employee discount program on all brighthush products and partner services.
• Access to wellness resources, including mental health support and fitness stipends.
• Technology stipend for home office setup and high‑speed internet.
• Annual professional development stipend for courses, certifications, and conferences.

How to Apply

Ready to join a passionate team that’s making a difference in pet health? Submit your application through the link below and let’s start a conversation about how you can contribute to brighthush’s mission.

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