Veterinary Customer Service Supervisor – Lead Contact Center Operations & Escalation Management at brighthush

About brighthush

At brighthush, we are on a mission to transform the way veterinary care is delivered across the United States. By combining cutting‑edge technology, data‑driven insights, and a passion for animal welfare, we empower veterinary practices to provide faster, more accurate, and more compassionate care. Our integrated distribution network ensures that every clinic has access to the highest quality products, from diagnostics to therapeutics, while our customer‑centric culture places people and pets at the heart of everything we do.

We believe that the best solutions are built by teams that feel valued, supported, and inspired to grow. That’s why we invest heavily in our people—through continuous learning, mentorship, and a culture that celebrates diversity, inclusion, and innovation. If you’re ready to make a tangible difference in the lives of animals and the professionals who care for them, brighthush is the place for you.

Role Overview

As the Veterinary Customer Service Supervisor, you will lead a high‑performing contact center team that serves veterinarians, veterinary technicians, and support staff across the country. You will be the linchpin that ensures our service levels meet or exceed the expectations of our partners, while driving operational excellence, coaching, and continuous improvement. This role is a blend of people leadership, process optimization, and cross‑functional collaboration—all within a dynamic, fast‑paced environment.

Shift Details

8:00 AM – 5:00 PM MST (Full‑time, 40 hours per week)

Key Responsibilities

• Queue & Workforce Management – Oversee daily queue metrics across phone, email, chat, and case workflows. Ensure response times, accuracy, and customer experience standards are consistently met.
• Escalation Leadership – Own the resolution of high‑priority escalations. Diagnose root causes, coordinate corrective actions, and confirm closure within agreed timelines.
• Staffing & Scheduling – Develop and maintain staffing plans, monitor schedule adherence, manage timekeeping, and make real‑time adjustments to keep coverage aligned with contracted service levels.
• Coaching & Talent Development – Conduct regular performance reviews, provide constructive feedback, and design career development plans that strengthen team capabilities and support succession planning.
• Process Improvement – Champion continuous improvement initiatives. Implement approved process changes, update training materials, and ensure knowledge articles are current before deployment.
• Compliance & Quality Assurance – Oversee documentation quality, audit readiness, and compliance activities to preserve policy, control, and data integrity.
• Cross‑Functional Collaboration – Partner with IT, logistics, commercial, and product teams to resolve service interruptions, support program launches, and drive operational excellence.

Essential Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Supply Chain, Communications, or a related field.
• Minimum of 3 years of experience in customer service operations, contact center supervision, or order management.
• At least 2 years of proven management experience, leading teams in a high‑volume environment.
• Strong analytical skills with the ability to interpret data, identify trends, and recommend actionable improvements.
• Excellent communication skills—both written and verbal—across all levels of the organization.
• Proficiency with contact center platforms (e.g., Genesys, Five9, or similar) and CRM systems.

Preferred Qualifications

• Certification in ITIL 4 Managing Professional, ITIL 4 Foundation, Lean Six Sigma Green Belt, COPC Certified Professional Manager, Project Management Professional, PRINCE2 Practitioner, or an equivalent.
• Experience in the veterinary or pharmaceutical distribution industry.
• Knowledge of compliance frameworks such as HIPAA, FDA regulations, or equivalent standards.
• Track record of leading cross‑functional projects and driving measurable results.

Skills & Competencies

• Leadership & Team Building – Ability to inspire, motivate, and develop high‑performing teams.
• Problem‑Solving – Strong analytical mindset with a focus on root‑cause analysis and corrective action.
• Customer‑Centricity – Deep commitment to delivering exceptional service experiences.
• Change Management – Skilled at driving adoption of new processes, tools, and technologies.
• Data‑Driven Decision Making – Comfortable working with dashboards, KPIs, and performance metrics.
• Collaboration – Proven ability to work effectively with cross‑functional partners.
• Adaptability – Thrives in a fast‑moving environment with shifting priorities.

Career Growth & Development

At brighthush, we view every role as a stepping stone to greater impact. As a Supervisor, you will:

• Gain exposure to strategic initiatives that shape the future of veterinary care.
• Participate in leadership development programs that refine your coaching, project management, and analytical skills.
• Access a robust learning ecosystem, including online courses, workshops, and industry conferences.
• Be considered for advancement to Senior Supervisor, Manager, or Director roles within the Customer Experience or Operations divisions.

Work Environment & Company Culture

Our culture is built on three pillars: Innovation, Integrity, and Impact. You’ll find a collaborative, inclusive workplace where ideas are welcomed, mistakes are learning opportunities, and success is celebrated collectively.

• Flexible work arrangements and a hybrid model to support work‑life balance.
• Employee Resource Groups that foster community and professional growth.
• Volunteer and community outreach programs that allow you to give back to local animal shelters and rescue organizations.
• Regular team‑building events, both virtual and in‑person, to strengthen camaraderie.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to team and individual metrics.
• Comprehensive health, dental, and vision coverage.
• Flexible spending accounts and wellness programs.
• Paid time off, parental leave, and caregiver support.
• Retirement savings plan with company match.
• Professional development stipend and tuition reimbursement.
• Employee assistance program and mental health resources.

How to Apply

Ready to join a team that’s redefining veterinary care? Submit your application through our careers portal or click the link below to start the process. We look forward to learning how your experience and passion align with brighthush’s mission.

Apply to this role at brighthush

Equal Employment Opportunity

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.

Affiliated Companies

brighthush

Closing Statement

As a Veterinary Customer Service Supervisor at brighthush, you’ll be at the forefront of a movement that brings better health outcomes to animals and the professionals who care for them. Your leadership will shape the experience of thousands of veterinarians, ensuring they have the support they need to focus on what matters most—animal welfare. If you’re driven by purpose, eager to lead, and ready to make a lasting impact, we invite you to apply today and join our mission to create healthier futures for pets and people alike.