Veterinary Customer Care Technician – Frontline Support Specialist for Companion Animal & Livestock with Regulatory, Pharmacovigilance, and Clinical Expertise – Join brighthush

About brighthush and the Veterinary Care Revolution

brighthush is a global leader in veterinary science, dedicated to bridging the gap between cutting‑edge pharmaceutical innovation and the everyday needs of veterinary professionals, animal owners, and farm managers. Our portfolio spans companion‑animal therapeutics, livestock health solutions, and a suite of digital tools that empower clinicians to make faster, safer, and more informed decisions. By combining rigorous regulatory compliance, deep pharmacovigilance expertise, and a customer‑obsessed culture, brighthush has earned the trust of thousands of veterinary practices worldwide.

In an industry where animal health directly impacts human well‑being, food security, and emotional quality of life, brighthush is on a mission to set the gold standard for product safety, scientific accuracy, and compassionate service. We invest heavily in research, technology, and people, believing that the best outcomes arise when knowledgeable experts are paired with tools that make their work easier and more rewarding.

Why This Role Matters

The Veterinary Medical Information and Product Support (VMIPS) Team is the heartbeat of brighthush’s promise to deliver safe, effective, and compliant solutions. As a Veterinary Customer Care Technician (CCVT), you will be the first human voice that veterinarians, technicians, and animal owners hear when they need guidance, clarification, or assistance. Your ability to translate complex scientific data into clear, actionable advice will protect animal health, uphold regulatory standards, and reinforce brighthush’s reputation as a trusted partner.

Every interaction you manage—whether it’s a routine product question, a detailed adverse‑event report, or a nuanced discussion about dosing in a multi‑species setting—contributes directly to the safety of millions of animals and the confidence of the professionals who care for them.

Key Responsibilities

• Deliver Exceptional First‑Line Support – Provide a personalized, efficient, and empathetic experience that helps customers achieve their clinical and operational goals.
• Manage High‑Volume Inbound Communications – Respond to daily companion‑animal and livestock inquiries across phone, email, chat, and ticketing platforms while adhering to brighthush’s quality standards.
• Explain Complex Scientific Concepts – Articulate product mechanisms of action, disease pathophysiology, diagnostic protocols, and treatment regimens in language that is both accurate and accessible.
• Document and Escalate Adverse Events – Capture detailed adverse‑event information, enter it into the pharmacovigilance database, and follow SOPs for timely escalation to the Veterinary Medical Regulatory Affairs (VMRA) team.
• Resolve Routine and Complex Inquiries – Apply VMIPS and VMRA standard operating procedures to troubleshoot product usage, dosing calculations, and regulatory compliance questions.
• Maintain Data Integrity – Ensure consistency, accuracy, and confidentiality in all data entry, case notes, and database updates.
• Educate Customers on Programs and Guarantees – Communicate the details of brighthush’s satisfaction guarantees, rebate programs, and educational resources, and follow through on any promised actions.
• Collaborate Across Functions – Partner with Operations, Marketing, Sales, Manufacturing, and Regulatory Affairs to provide feedback, identify trends, and drive continuous improvement.
• Leverage Technology Efficiently – Navigate phone systems, workforce management tools, CRM platforms, and quality‑assurance dashboards with confidence.
• Foster a Positive Team Culture – Contribute to a supportive, collaborative environment by sharing knowledge, celebrating successes, and offering constructive feedback.
• Commit to Ongoing Learning – Complete mandatory training modules, attend product webinars, and stay current on emerging veterinary science and regulatory updates.
• Participate in Continuous Improvement Initiatives – Attend weekly team huddles, quarterly performance reviews, and cross‑functional project meetings to refine processes and enhance the customer experience.

Essential Qualifications

• Current Veterinary Technician credential (CVT, RVT, or equivalent) in good standing – required
• Minimum of 5 years of hands‑on clinical experience as a veterinary technician, or equivalent experience in a high‑volume, customer‑facing role within the animal health industry.
• Demonstrated ability to interpret and communicate scientific and regulatory information accurately.
• Proven track record of handling adverse‑event reporting or pharmacovigilance activities.

Preferred Qualifications

• Bachelor’s degree in Animal Science, Veterinary Technology, Biology, or a related field.
• Experience working in a regulated environment (e.g., FDA, EMA, or comparable international agencies).
• Prior exposure to companion‑animal and livestock product lines, including vaccines, antibiotics, and parasiticides.
• Certification in Customer Service Excellence, Conflict Resolution, or Grief Counseling.

Skills & Competencies Required for Success

• Communication Excellence – Clear, concise, and compassionate verbal and written communication; ability to adjust tone for veterinarians, technicians, and pet owners.
• Analytical Thinking – Ability to assess complex clinical scenarios, identify root causes, and propose evidence‑based solutions.
• Technical Proficiency – Strong typing speed, mastery of Microsoft Office Suite (Word, Excel, Outlook), and familiarity with CRM and pharmacovigilance software.
• Organizational Mastery – Detail‑oriented approach to case documentation, follow‑up tracking, and regulatory compliance.
• Emotional Intelligence – Sensitivity to the stressors faced by veterinary professionals and pet owners; skill in de‑escalating tense situations.
• Team Orientation – Collaborative mindset, willingness to share knowledge, and openness to feedback from peers and leadership.
• Adaptability – Comfortable navigating shifting priorities, new product launches, and evolving regulatory landscapes.
• Self‑Motivation – Ability to work independently, meet performance metrics, and pursue continuous professional development.

Physical and Scheduling Requirements

• Primarily seated work with occasional standing for brief periods.
• Availability for rotating shift patterns, including weekdays, evenings, and occasional holidays to support a 24/7 customer service model.
• Ability to sit for extended periods while maintaining focus and accuracy.

Career Growth and Learning Opportunities

brighthush believes that a thriving career is built on continuous learning, mentorship, and clear pathways for advancement. As a Veterinary Customer Care Technician, you will have access to a robust development ecosystem:

• Specialized Training Programs – In‑depth modules on veterinary pharmacology, regulatory affairs, and advanced customer‑service techniques.
• Cross‑Functional Project Involvement – Opportunities to contribute to product development, safety monitoring, and market‑access initiatives.
• Certification Support – Financial reimbursement for industry‑recognized certifications such as Certified Veterinary Technician (CVT), Veterinary Pharmacology Specialist, or Regulatory Affairs Certification.
• Mentorship Networks – Pairing with senior scientists, regulatory experts, and seasoned support leaders to accelerate skill acquisition.
• Clear Promotion Pathways – Progression to Senior Customer Care Technician, Team Lead, Regulatory Affairs Analyst, or Product Management roles based on performance and interest.
• Global Exposure – Collaboration with brighthush teams across North America, Europe, and Asia, providing a multicultural perspective on animal health challenges.

Work Environment and Company Culture at brighthush

Our culture is built on three pillars: compassion for animals, scientific rigor, and employee empowerment.

• Collaborative Atmosphere – Open‑door communication, regular town‑hall meetings, and cross‑departmental brainstorming sessions.
• Innovation‑Driven – Encouragement to propose process improvements, pilot new technologies, and experiment with data‑driven solutions.
• Work‑Life Integration – Flexible scheduling, remote‑work options for eligible roles, and generous paid‑time‑off policies to support personal well‑being.
• Diversity & Inclusion – Active employee resource groups, inclusive hiring practices, and a commitment to creating a workplace where every voice is heard.
• Community Engagement – Volunteer days, animal‑welfare outreach programs, and partnerships with local veterinary schools.

Compensation, Perks, and Benefits

brighthush offers a market‑competitive total rewards package designed to attract, retain, and motivate top talent.

• Base Salary – $72,000 – $104,000 annually, commensurate with experience, education, and geographic location.
• Performance‑Based Incentives – Quarterly bonuses tied to individual, team, and company performance metrics.
• Comprehensive Health Coverage – Medical, dental, vision, and prescription drug plans with low employee contributions.
• Retirement Savings – 401(k) plan with company match up to 5% and profit‑sharing contributions.
• Generous Paid Time Off – 4 weeks of vacation, 10 paid holidays, and additional sick leave.
• Professional Development Stipend – Annual budget for conferences, workshops, and certification exams.
• Employee Assistance Program (EAP) – Confidential counseling, legal resources, and financial planning services.
• Wellness Programs – On‑site fitness classes, virtual wellness challenges, and mental‑health days.
• Recognition & Rewards – Spot awards, peer‑to‑peer recognition platforms, and annual service awards.
• Technology Allowance – Stipend for home‑office equipment, high‑speed internet, and ergonomic accessories.

How to Apply

If you are passionate about animal health, thrive in a fast‑paced, regulated environment, and possess the empathy and technical acumen to support veterinary professionals worldwide, we want to hear from you. Follow the steps below to submit your application:

1. Prepare an up‑to‑date resume highlighting relevant clinical, regulatory, and customer‑service experience.
2. Write a concise cover letter that illustrates your motivation for joining brighthush and how your background aligns with the responsibilities outlined above.
3. Complete the online application form on our careers portal.
4. Attach any certifications, transcripts, or professional references that strengthen your candidacy.

Our recruitment team reviews applications on a rolling basis, and qualified candidates will be contacted for a virtual interview within two weeks of submission.

Join brighthush – Make a Difference Every Day

At brighthush, your expertise will directly influence the health and wellbeing of countless animals, from beloved household pets to essential livestock. By delivering accurate, compassionate, and regulatory‑compliant support, you become an integral part of a global network that safeguards animal health and, ultimately, human health. Take the next step in your career and become a trusted voice for veterinary professionals worldwide.

and start your journey with brighthush today.