Veterinary Customer Care Specialist – Advanced Client Support & Product Expertise in Companion Animal & Livestock Services – Global Animal Health Champion

About brighthush and the Veterinary Care Landscape

brighthush stands at the forefront of veterinary science, delivering a comprehensive suite of vaccines, therapeutics, diagnostics, and digital solutions that empower veterinarians and pet owners worldwide. In an era where animal health is increasingly intertwined with human well‑being, our mission is to provide science‑backed, accessible, and compassionate care through innovative products and unparalleled customer support.

As the veterinary industry evolves—driven by emerging diseases, regulatory shifts, and digital transformation—the role of a Customer Care Specialist becomes pivotal. You will be the first line of contact for veterinarians, animal owners, and other stakeholders, ensuring they receive timely, accurate, and empathetic assistance. By bridging the gap between our cutting‑edge products and end‑users, you help drive adoption, satisfaction, and ultimately, better health outcomes for animals.

Role Overview

In this dynamic position, you will blend clinical expertise with customer‑centric communication to support a diverse portfolio that spans companion animals and livestock. Your responsibilities will span troubleshooting, education, data stewardship, and cross‑functional collaboration—all while maintaining the highest standards of quality and compliance.

Key Responsibilities

• Deliver Superior First‑Line Support – Provide prompt, courteous, and knowledgeable assistance via phone, email, chat, and other approved channels.
• Resolve Inbound Inquiries – Address questions and concerns related to companion animal and livestock products, covering disease states, diagnostics, treatment protocols, and product mode of action.
• Document Adverse Events – Record and report any product‑related adverse events in compliance with pharmacovigilance standards and regulatory requirements.
• Handle Routine and Complex Cases – Apply VMIPS and VMRA standard operating procedures to manage both straightforward and intricate customer issues, including complaints and escalations.
• Maintain Accurate Data – Enter, update, and verify customer information, investigation findings, and follow‑up actions in our pharmacovigilance database and other data‑entry systems.
• Educate Customers – Provide clear, evidence‑based explanations of product benefits, usage guidelines, and program offerings to veterinarians and animal owners.
• Administer Marketing Guarantees – Manage ISG and Satisfaction Guarantee programs, ensuring customers receive the promised value and support.
• Collaborate Across Functions – Work closely with Operations, Marketing, Sales, and Manufacturing teams to identify customer pain points and drive continuous improvement.
• Utilize Technology – Operate phone systems, workforce management tools, and quality assurance platforms to optimize service delivery.
• Continuous Learning – Complete mandatory training modules and stay current on product updates, industry trends, and regulatory changes.
• Team Engagement – Participate in departmental and weekly team meetings, sharing insights, best practices, and feedback.

Essential Qualifications

• Veterinary Technician Credential (CVT, RVT, or equivalent) in good standing.
• Minimum of 5 years of clinical experience as a veterinary technician, or equivalent customer‑facing experience in a related environment.
• Strong verbal, written, and interpersonal communication skills, with a professional phone manner.
• Excellent organizational abilities and meticulous attention to detail.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and data‑entry applications.
• Experience in conflict resolution or grief counseling is highly desirable.
• Ability to explain complex technical and medical terminology clearly and accurately.
• Self‑motivated, disciplined, and capable of thriving in a dynamic, rotating‑shift environment.
• Valid authorization to work in the United States.

Preferred Qualifications

• Bachelor’s degree in Veterinary Medicine, Animal Science, or a related field.
• Prior experience in a customer support role within the veterinary or pharmaceutical industry.
• Knowledge of pharmacovigilance processes and regulatory compliance.
• Experience with CRM and quality assurance systems.
• Fluency in additional languages (Spanish, French, etc.) is a plus.

Core Skills & Competencies

• Technical Aptitude – Quick learner of new software and systems.
• Active Listening – Ability to understand customer needs and respond appropriately.
• Strong rapport‑building skills with diverse stakeholders.
• High initiative, problem‑solving mindset, and commitment to project completion.
• Adaptability to changing priorities and multitasking across multiple channels.
• Resilience in handling sensitive or emotionally charged situations.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Care Specialist, you will have the opportunity to:

• Progress into senior support roles, such as Lead Specialist or Team Lead.
• Transition into product management, marketing, or regulatory affairs based on your interests.
• Participate in cross‑functional projects that influence product development and customer experience.
• Access continuous learning programs, including certifications in veterinary pharmacology, customer service excellence, and data analytics.
• Receive mentorship from experienced leaders who are passionate about animal health and career development.

Work Environment & Company Culture

brighthush fosters a culture of collaboration, innovation, and compassion. Our teams are distributed across the globe, yet we maintain a strong sense of community through:

• Regular virtual town halls and team‑building events.
• Inclusive policies that celebrate diversity and promote work‑life balance.
• Flexible scheduling options, including rotating shifts and remote work where applicable.
• A supportive environment that encourages open communication, feedback, and continuous improvement.

Compensation, Perks, and Benefits

While specific salary ranges are determined by experience and location, brighthush offers a competitive compensation package that includes:

• Health, dental, and vision insurance starting on day one.
• 401(k) retirement plan with company match.
• Profit‑sharing contributions to reward collective success.
• Paid vacation (4 weeks annually) and paid holidays.
• Short‑term incentive compensation eligibility based on performance.
• Employee wellness programs, including mental health resources and fitness stipends.
• Professional development budget for conferences, courses, and certifications.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that values scientific excellence, customer empathy, and personal growth. You will:

• Make a tangible difference in animal health outcomes worldwide.
• Collaborate with experts across veterinary medicine, pharmacology, and business.
• Enjoy a supportive, inclusive workplace that rewards initiative and innovation.
• Benefit from a comprehensive benefits package that supports your well‑being.
• Advance your career in a company that invests in your professional development.

Ready to Make an Impact?

If you are passionate about veterinary science, customer service, and continuous improvement, we invite you to apply for the Veterinary Customer Care Specialist role at brighthush. Join us in shaping the future of animal health and delivering exceptional support to veterinarians and pet owners around the world.